How to create a Helpdesk Rule that will automatically close an incident that is set to Resolved after a given number of days
|Article:HOWTO4356|||||Created: 2006-07-21|||||Updated: 2007-10-08|||||Article URL http://www.symantec.com/docs/HOWTO4356|
This can be done, but it is not done via a Helpdesk Notification or Incident rule, but is done via a Notification Policy.
Attached is an XML that, when imported, will close incidents that have not been modified in 7 days (configurable), and is in a "Resolved" status.
It is probably best to import it into Tasks > Incident Resolution > Incidents > Helpdesk > Notification Policies.
Note: The XML was exported from Helpdesk Solution 6.0.297.
Article URL http://www.symantec.com/docs/HOWTO4356