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Can we disable/bypass auto-resolving SR in 'waiting' status and auto-deletion of 'Closed' SRs

in Help Desk 2 comments

Summary:

We do not want to the system to automatically resolve an SR that is in a 'Waiting' status, is it possible to disable this feature. Our Agents will manage this manually. When looking at the SVC_HRHD_AUTO_RESOLVED_STATUS_CD, the list of values are all 'Resolved' statuses

Can I enter a very large number in the SVC_HRHD_IN_WAITING_DAYS profile option, to bypass this issue?

If I do not schedule the 'Auto-Close HR Help Desk Service Requests' processes, will this bypass my issue.

I have the same issue with the auto-deletion of Service Requests in 'Closed' status, we do not want any SR's deleted.

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