Establishing Support Structure › Automatic Closure of Tickets › How to Define Auto Close Ticket Settings

How to Define Auto Close Ticket Settings

You can define the number of business hours before a ticket is closed (all ticket types) as follows:

1. On the Administration tab, select Service Desk, Application Data, Codes, Auto Close.
2. Click Create New on the list page.
3. Complete the following fields on the detail page:
   • Symbol

     Defines the system setting name.

   • Request/Incident/Problem/Change Order/Issue

     Defines the number of business hours, after the ticket is set to 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 type.

   • Description

     Provides a brief description of the record.

   • Status

     Indicates if the record is active or inactive.

   The auto close setting is defined.

4. Click Save, Close Window.

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