Configure incidents to close automatically

You can configure a system property to automatically close tickets that have been in Resolved state for a specified number of days. You can also change the user who is assigned by default in the Updated by field when an incident is automatically closed.

Before you begin

Role required: admin

About this task

For example, if the property is set to three days, then the incident is closed automatically three days after the state is changed to Resolved. Any update to the incident restarts this three-day clock, for example, when a user adds a comment. If you set this property to zero days, incidents do not auto-close.

A scheduled job called Autoclose Incidents runs the Incident Autoclose business rule to close incidents as described. By default, it assigns the name of the administrator who is logged in when the Autoclose Incidents job runs.

Procedure

  1. Complete the following steps to change the system property that sets the number of days to auto-close incidents.
    1. Navigate to System Properties > System.
    2. Locate the property Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature. (glide.ui.autoclose.time) and enter the number of days.
    3. Click Save.
    If you have an inactivity monitor firing on your incident, it resets this auto-close clock each time it fires, preventing your incident from being closed. To prevent this reset, put a Reset Condition on your inactivity monitor of [Incident state] [is not] [Resolved].
  2. Complete the following steps to change the default Updated by user for automatically closed incidents.
    1. Navigate to System Scheduler > Scheduled Jobs.
    2. Open the Autoclose Incidents schedule.
    3. Add fcRunAs=<user_name> to the Job context.
      This code places System Administrator into the Updated by field.
      fcRunAs=admin
      fcScriptName =incident autoclose
    Note: To avoid potential performance issues, ensure that the Incident Autoclose business rule is set on the Incident [incident] table, not the Global [global] table.