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Close resolved incidents automatically

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Close resolved incidents automatically

You can configure ServiceNowServiceNow to automatically close tickets that have been in an Incident State of "Resolved" a specified number of days.

For example, if you set the property to 3 days, then 3 days after an incident is Resolved it will be automatically closed. Any update to the incident, for example an added comment from a Self Service user, would restart this 3-day clock.

If you set this property to zero days (the default), Incidents will not auto-close. To set the property, navigate to System Properties > System, and then look for the following property:
Figure 1. Auto Close
Note: If you have an inactivity monitor firing on your incident, it will reset this auto-close clock each time it fires, preventing your incident from being closed. To prevent this, put a Reset Condition on your inactivity monitor of Incident state is not Resolved.

Assign a user name to incidents closed automatically

A scheduled job called Autoclose Incidents runs the Incident Autoclose business rule to close incidents as described above. By default, it assigns the name of the administrator who is logged in when the Autoclose Incidents job runs.
Note: The Incident Autoclose rule (System Definition > Business Rules > Incident autoclose) should be set on the Incident [incident] table, not the Global [global] table, to avoid potential performance issues.
You can set a specific user name to show in the incident record as the Updated By user when the incident is closed automatically. Go to System Scheduler > Scheduled Jobs > Autoclose Incidents and add fcRunAs=<user_name> to the Scheduled Job record. The following example places System Administrator into the Updated By field when an incident is closed automatically:
fcScriptName =incident autoclose