Establishing Support Structure › Automatic Closure of Tickets

Automatic Closure of Tickets

You can use a configurable setting to allow automatic closure of tickets (requests/incidents/problems, change orders, or issues). When a ticket is set to a Resolved status, the ticket is automatically closed in the number of business hours specified. The Auto Close activity notification sent to the end user displays the number of business hours before the ticket is closed. The number of hours is configurable and tenant-specific. If the status is changed before the configurable number of hours ends, the ticket closure is canceled.

Administrators, can perform the following actions:

• Define an Auto Close ticket setting to control the number of business hours, for the end user, before the ticket is automatically closed.
• Set up an Auto Close activity notification to notify the appropriate contacts when automatic closure is scheduled for a ticket.

If you use multi-tenancy, consider the following:

• The system uses the default public Auto Close setting when a tenant-specific Auto Close setting is not found.
• There is one Auto Close setting for each tenant.

Note: For more detailed information about performing these procedures, see the Auto Close Settings information in the Online Help.

More information:

How to Define Auto Close Ticket Settings

How to Define an Auto Close Activity Notification