ServiceDesk

I am the new administrator for our Service Desk 7.5.  It will be the first time that I will be using the Process Manager or Work Flow.  Our Service Desk Supervisor is requesting for the closure time to be changed to an hour after an incident is resloved. 

I have been trying to locate it in the Process Manager\Admin\Automation Rules to set to an hour for closing of the incident.  I am not sure if that is the right place to look.  I see the SLA Levels for Initial Reponse and Resloution-Late. 

I have also looked around the Admin menu and not finding where to set the resloved ticket to close within an hour.

Where would I go to change the closure time?

Thanks

mvelez

There's an Application Property in "Admin | Data | Application Properties" called "DaysToKeepCloseTaskOpen" which is set to 10.

I doubt this takes a decimal so you'd be able to get it down to a day, but you'll break ITIL.

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Old post

https://www.symantec.com/connect/blogs/closing-resolved-status-incidents-after-defined-period-inactivity

Servicedesk 7.5 Tickets automatic closure

https://www.symantec.com/connect/forums/servicedesk-75-tickets-automatic-closure

Thanks Alex,

I didn't think about breaking ITL.  I will look into the links provided.

Thanks again

Maritza