Setting the incident resolution timeout

Article:HOWTO84712  |  Created: 2013-05-23  |  Updated: 2013-07-30  |  Article URL
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Setting the incident resolution timeout

After an incident is resolved, it appears in the affected user's task list for verification. If the user does not respond within the specified number of days, the incident's status is changed from Resolved to Closed.

You can set the incident resolution timeout. By default, the incident resolution timeout is set to three days.

To set the incident resolution timeout

  1. In the Process Manager portal, click Admin > Data > Application Properties.

  2. On the Application Properties page, in the Application Properties Profile section, click ServiceDeskSettings.

  3. In the ServiceDeskSettings section, click the Action symbol (orange lightning) and then click Edit Values.

  4. In the Category: Incident Management section, in the IncidentResolutionTimeoutInDays field, type the number of days to wait before closing the incident.

    • One day equals 24 hours.

    • Type 0 for immediate closure.

  5. Scroll to the bottom of the page and click Save.

See Configuring ServiceDesk

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