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Configure incidents to close automatically

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Configure incidents to close automatically

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

Before you begin

Role required: admin

About this task

You can auto-close incident based on the last updated date or the resolution date of the incident using the property Enable auto closure of incidents based on Resolution date. Setting this to 'No' will make auto closure to run based on the Updated date. This property is set to true only for the new customers. Existing customers have to manually set the property to true.
Note: The above property is not applicable for major incidents. For more information, refer Close a major incident.

A scheduled job called Autoclose Incidents (System Scheduler > Scheduled Jobs > Scheduled Jobs) 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, to the Updated by field.

Procedure

  1. Complete the following steps to change the system property that sets the number of days to auto-close incidents.
    1. Navigate to Incident > Administration > Incident Properties.
    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. Ensure that the Enable auto closure of incidents based on Resolution date. Setting this to 'No' will make auto closure to run based on the Updated date check box is selected if you want the incident to be auto-closed based on the resolution date.
  3. 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
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