All tickets must go to a status of Resolved and then Close. These two steps can be combined through a Ticket Update routing rule.

1.  Navigation:
2. Admin
3. Ticket Routing
4. Ticket Update (Tab)
5. Create Rule

Add a Ticket Update Routing Rule

Assign the following parameters to the rule:

• Add Condition
  • Set the field to "Status"
  • Set the comparison condition to "is"
  • Set the field to Resolved
• Assign To - Toggle off
• Assign to Service Group - Toggle off
• Set Status to - Close