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Amount of days before a Resolved Incident automatically gets Closed?

  • 1.  Amount of days before a Resolved Incident automatically gets Closed?

    Posted Sep 11, 2011 01:06 PM

    Hi,

    Does anyone know where this setting is kept?

    If a Technician Resolves a call and the End User does not confirm it being completed....then after a certain amount of days, the Incident will be automatically Closed.

    Where can i change this in SD7.1 SP1?

    Thanks



  • 2.  RE: Amount of days before a Resolved Incident automatically gets Closed?
    Best Answer

    Posted Sep 11, 2011 10:54 PM

    1. Open the SD.IncidentManagement project in Symantec Workflow.

    2. In the Projects list on the left, click on the Customer Confirm Resolution model.

    3. Double-click the “Have Customer Confirm Resolution” Dialog Workflow component to edit it.

    4. Click on the Even Configuration tab, and scroll to the Timeout Configuration section at the bottom.

    5. Click the ellipse next to Timeout Time Span.

    6. Change the value from two days to the desired duration.