Automating setting Status to Closed
Updated: 21 May 2010 | 2 comments
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We are implementing Incident Management and we will be completing incidents by changing the status code to resolved. We would like to have an automated way to change all resolved incidents that are 7 days or older to Closed status. What would be the recommended way to do this? I've looked at tasks (close code) and tried to build an automation rule (but found it to be complicated and I couldn't find any documentation or examples) and I thought maybe doing a report that inserts the value into the database through SQL (and then do a notification policy).
Thanks for your help,
Jeff Beyer
Snohomish County PUD
(425) 783-5678
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Notification Policy
You're on the right track with the Report and notification policy path. Check out this blog below. It's gives instructions for closing after 24 hours, but you could just as easily modify the report to be 7 days instead.
https://www-secure.symantec.com/connect/blogs/automatically-close-ticket-after-24-hours-resolved-status
- Matt
Notification Policy it is:-)
Thanks MBHarmon,
That's exactly what I was hoping to hear. AND thanks for the SQL code - that'll make it really easy to get the together and test today!!!
Jeff
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