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How to set different rules to auto close of Helpdesk request based on different queues/categories ?

in Help Desk

Summary:

We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of days. However, we have a business requirement to configure this rule differently across workstreams, and would like to understand the available options within Oracle Helpdesk.

Current Understanding:
The Helpdesk module follows a 'Resolved' status succeeded by a permanent 'Closed' status post defined number of days configured in profile option 'SVC_HRHD_SR_IN_RESOLVED_DAYS', after which requests cannot be reopened.

Business Requirement:
Different workstreams have varying closure requirements as outlined below:

Talent & Compensation: Require the ability to reopen requests after closure, with flexibility around the auto-closure timeline to align with their existing support practices.

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