Administration › Service Desk › Application Data › Codes › Auto Close Settings › Define Auto Close Settings

Define Auto Close Settings

You can define an auto close setting to allow automatic closure of tickets. When an analyst changes the status of a ticket to a Resolved status, the ticket is automatically closed in the number of business hours specified. After the ticket is closed, an activity log is added to the ticket. If the analyst changes the status of the ticket before the hours expire, automatic closure is canceled.

For each ticket type and tenant, you can define a different number of business hours. If business hours are not defined for a particular tenant, the public setting is used instead.

To define an auto close setting

1. On the Administration tab, select Service Desk, Application Data, Codes, Auto Close.

   The Auto Close List page appears.

2. Click Create.

   The Create New Auto Close Settings page appears.

3. Complete the following fields as appropriate.

   Symbol

   Defines the setting name.

   Record Status

   Indicates if the item is active or inactive.

   Request/Incident/Problem/Change Order/Issue

   Defines the number of business hours, after the ticket is set to a Resolved status, before the ticket is closed. If the status is changed before the number of hours ends, the ticket closure is canceled. 0 (zero) hours indicates that automatic closure is not implemented for the ticket.

   Description

   Provides a brief description of the item.

   The auto close setting is defined.

4. Click Save, Close window.

   The new auto close setting appears on the Auto Close List page when you redisplay the list.