I have installed SD 4.5 and has started using it,am facing a issue. when a service call is resolved and closed by an Engg, it is still visible in his pool,this is happening for some Engg and not for all.
You can customize the view of the service call pool. If you wouldn't rather use "Open Service Calls", right click on the service call pool and customize the view by adding a criteria in the advanced tab. set call status not equal to "closed".