SOW close vs complete

[prakriti-arora]

Hello 🙂

I wanted to ask what is the rationale and difference between "Close" vs "Complete" when closing an incident ticket.

Thank you

[Allen Andreas]

Hi @prakriti-arora 

For out of box Incident, these are the states:

So "Complete" is not one that is listed and is possibly a custom state that was added. You'd have to ask your organization or the client what they mean by that.

For "Close", it could mean to make the Incident "Closed" and that is normally after it's been Resolved and Closed is the last state however, "Closed" is a state that the Incident will automatically be set to after 'x' days per the out of box system property value that's been set.

Anything else that people may suggest are possibly doing so by just generic definitions, but that wouldn't align to your platform if these were custom additions. If so, they'd you want to refer to your organization's or your client's process documentation to understand the true definition/intention behind these selections.

Additionally, if this is a different type of record, such as an "Interaction", which would be more likely since we see the "Create Incident" button in your screenshot, then the "Complete" means you are Closed Complete. The "Close" button would still most likely be custom since an Interaction record has these states out of box:

[_Tushar Soni]

Hello @prakriti-arora ,

State: "Close" is often the final state, indicating that no further action is required. "Complete" is usually an intermediate state, indicating that the work is finished but may require additional steps for final closure.

Example: 

Close: This is like finishing your project and turning it in. The project is done from your side, but the teacher might still review it, and there could be feedback or questions.

Complete: This is like finishing your project, turning it in, and also checking if everything is correct. You make sure your project is well-organized, all parts are included, and you’ve answered any potential questions or made any necessary revisions.

In Simple:
Close: You’re done with your part of the project.
Complete: You’re done with your part, and you’ve double-checked that everything is perfect and in order.

If you found my response helpful, please consider marking it as "Helpful" or "Accept Solution." Thank you!

[SK Chand Basha]

Hi @prakriti-arora 

Close 
Purpose:

To indicate that the SOW is no longer active and no further work is expected

Complete 
Purpose:

To indicate that all the work defined in the SOW has been successfully completed.

[Community Alums]

Hi @prakriti-arora ,

In ServiceNow, "SOW Close" and "Complete" are terms related to the lifecycle of Service Operations Workspace (SOWs). They mark different stages in the management and resolution of service requests or tasks. Here's a breakdown of their meanings and differences:

SOW Close

• Definition: "SOW Close" typically refers to the process of closing out a Service Operations Workspace (SOW) or a specific service order related to it. This stage usually indicates that all agreed-upon work under the SOW has been completed and all administrative and financial processes are finalized.
• Purpose: It signifies the end of the contract or service order, ensuring that no further actions are required. It often involves reviewing that all deliverables have been met, and any outstanding issues or payments have been resolved.
• Process: The closing process might include final reviews, client approvals, and updates to records to reflect that the SOW is officially closed. In ServiceNow, this might involve setting the status of the SOW to "Closed" and making sure all related tasks are also closed.

SOW Complete

• Definition: "Complete" generally refers to the status of individual tasks, incidents, or requests within ServiceNow. It indicates that a particular task or request has been fully addressed and resolved.
• Purpose: It marks that specific work or action has been finished. For example, if a task within a service order is marked as "Complete," it means the task has been carried out as per requirements.
• Process: Marking something as "Complete" involves checking off the task or issue as resolved, often including documentation, notes, or final updates. This status can contribute to the overall completion of the larger service order or project.

Please mark my answer correct and helpful if this works for you

Thanks and Regards 
Sarthak