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Received Response
edited May 4, 2020 1:27PM in Agent Desktop 6 comments


Incidents not auto-closing


Good Afternoon,

At present our incidents are not setup to auto-close. I have now enabled this in our test instance and set the minimal time of 6 hours to ensure that everything works before promoting to production.

To note, the seeded statuses don't meet our business requirements, so I have made a slight amendment. They now are as follows:

    - 'Solved' has been renamed to 'Closed' which has the behaviour of 'Solved'.

    - Created new status of 'Resolved' which has the behaviour of 'Waiting'.

My understanding that the CI_HOURS will auto-close an incident that is a behavioural status of 'Waiting' to 'Solved' once it has reached 6 hours and no update has been provided?

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