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
Article Type
How To


Question
How could an administrator go about creating a rule that will close incidents that have been in a Resolved status and that has not been modied for a given number of days?

Answer
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.


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24979


Article URL http://www.symantec.com/docs/HOWTO4356


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