Closure Code Fields

Custom Closure Codes for Request Completion

The Closure Code field allows organizations to capture a standardized reason when a request is completed. Administrators can configure a custom list of closure codes that provide additional context beyond the standard Completion Reason in Xurrent.

Closure Codes help teams better understand why requests are resolved and enable more accurate reporting and analytics across completed requests.

When completing a request, users can select a Closure Code from a dropdown list (if configured). Examples include Bug Fix, User Error, or Configuration Issue.

Key Characteristics

• Closure Codes are optional and account-specific.
• The dropdown appears only when at least one active Closure Code exists.
• Disabled codes are automatically excluded from selection.
• Closure Codes are supported in:
  • Request bulk actions
  • Request console filters
  • Reports and analytics
  • APIs
  • Automation rules

Creating Closure Codes

Administrators can configure closure codes in:

Settings → Closure Codes

Example codes:

Closure CodeDescriptionHardware IssueProblems related to physical hardwareSoftware IssueProblems related to software applicationsNetwork IssueProblems related to network connectivityUser ErrorRequest caused by incorrect user action (can be disabled)

Assigning a Closure Code to a Request

1. Open a request (for example #705310).
2. Change the Status to Completed.
3. Select a Completion Reason.
4. Choose a Closure Code from the dropdown.
5. Save the request.

Viewing and Filtering by Closure Code

Closure Codes can be used in the Requests Console:

• Add the Closure Code column.
• Filter requests by specific closure codes.

Reporting on Closure Codes

Closure Codes are also available in the Reports Console.

Example:

• Completed Requests by Closure Code

This enables teams to analyze resolution patterns such as common issue types, user errors, or recurring infrastructure problems.

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