CA Service Management

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AutoClose Issue

  • 1.  AutoClose Issue

    Posted 12-02-2014 08:11 AM

    Hi Team, We have Service Desk r12.5 on WIN2008 Enterprise server which is in production. We have MDB installed on separate server where BOXI is also available. As per the current setting, the auto-close setting is set to 24 Hrs. But we have observed that this doesn't seem to work properly for few tickets. I have a Sample case, wherein the resolved date is 27-11-2014 and the auto-closure happened on 1-12-2014. The workshift assigned to this category is Mon-Sun 9am-2am.

    Kindly help at the earliest



  • 2.  Re: AutoClose Issue

    Posted 12-02-2014 09:15 AM

    I think it takes End User Business Hours, and if they are not defined regular workshift.will be used



  • 3.  Re: AutoClose Issue

    Posted 12-02-2014 11:02 PM

    Hi Gutis,

     

    Here, we have attached the workshifts to the categories(Req/Incident Areas) & not to the enduser. The resolved date and time was: 27/11/2014 09:54 am and the auto-closure

    happened by 01/12/2014 03:54 pm. So as per the current workshift attached to it, the call should have been auto-closed by 28/11/2014 5:00 pm (approx).

    Correct me if I am wrong.

     

    Also, let me know if the syntax of the below workshift is fine.

     

    Mon - Fri {12:00 am - 2:00 am 9:00 am - 12:00 am}

    Sat - Sun {12:00 am - 2:00 am 9:00 am - 12:00 am}

     

    Kindly help.

     

    Thanks



  • 4.  Re: AutoClose Issue

    Posted 12-02-2014 11:29 PM

    Hi Manisha,

     

    9:00 am - 12:00 am, you mean is it  a  15 hours workshift?


    Thanks,

    Naveen



  • 5.  Re: AutoClose Issue

    Posted 12-03-2014 01:08 AM

    Hi Naveen,

     

    It would ideally be 17 Hrs workshift i.e. 9 am to 12 am = 15hrs and 12 am to 2 am =2 hrs... 17hrs.



  • 6.  Re: AutoClose Issue

    Posted 12-03-2014 12:25 AM

    Hi Manisha

     

    I believe that Auto-Close operates off the Regular Workshift. See this tecdoc for details.

     

    Regards,

    Gordon.



  • 7.  Re: AutoClose Issue

    Posted 12-22-2014 01:05 AM

    Hi Manisha,

     

    Did you verify the tech doc provided by Gordon about the auto close. Do you still see mismatch in auto close timings? Any entries do you see in the stdlog file when you change the status to resolved?

     

    Thanks,

    Naveen