Validation for closing of tickets should be incorporated in Service Desk. Then only the repeated tickets for the same issue should be avoided. PAN India Issue should be taken up with Circle/Directorate level.
Closure of tickets should be done by the end user or with the confirmation of end user.
Closure of tickets without resolving the issue is not a first time. 50% of tickets have been closed by the support team just marked the remarks as Resolved. Moreover they claims tickets settled. But the nature of issue is not resolved to the end user. SAP is common for end user and developer and also intermediate officials. So, please check the resolved tickets at developer or intermediate level for kind reference.
Hope these kind of issue will be sorted out in future and validation will be enabled.
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