Automatically Close Ticket After 24 Hours in Resolved Status
We desired for tickets that are completed by workers to be set to the Resolved status and then if the contact did not respond within 24 hours the ticket will automatically go to Closed status. Here is a simple way to do it that may be useful to Helpdesk beginners.
This can't be done with an Incident Rule within Helpdesk because those rules are evaluated when the ticket is saved. Therefore, an NS notification policy is the best place to do it. The notification policy can be run on a specific schedule to accomplish the task needed.
Here is the query I used for the notification policy called "Set Resolved to Closed after 24 hours".
SELECT workitem_number AS 'Ticket_Number' FROM HD_workitem_current_view WHERE workitem_status_lookup_id = '400' AND DateDiff(hh,workitem_modified_on,GetDate()) > 24
The notification policy uses an "Edit Incident Automated Action" that executes once per row, "Incident" is set to "%DS:Ticket_Number%", "Comment" is set to "Auto-close after 24-hours in Resolved status with no customer feedback.", and "Status" is set to "Closed".
This is a nice way to give your customers a window of opportunity to make sure their ticket is completed to their satisfaction before it gets all the way closed and completes its lifecycle. Enjoy!
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