Extract Auto Close Date

[Ruben Co]

How can I extract the auto close date for each tickets?

[Maheshwar Kusuma]

Hi Ruben,

 

From what I understand in regards to your description,

 

If you are looking for a query on extracting specific closure date, you can make use of below query as a sample and extract the required fields in your query

 

pdm_extract -f "select ref_num, close_date from Call_Req"

 

The above query will list all the records with reference no's and closed date. 

 

Provide me additional information to point you to the correct query, i.e. what do you mean by Auto Close date? Which object are you referring in this case as I don't find a auto close date in CR object? 

[Ruben Co]

Hi,

 

In Service Desk, we have Auto Close configured when a ticket is set into 'Close Requested'.

It will automatically set the ticket to 'Close' within a specified time.

I am trying to get the Auto Close date for all tickets in 'Close Requested' status.

I am assuming this is in another table but I am not really sure where.

[Maheshwar Kusuma]

Hi Ruben,

 

I guess you are looking for these settings. Please find below document might be of some help.

 

https://support.ca.com/us/knowledge-base-articles.tec552465.html

 

regards,

Maheshwar Kusuma

[Ruben Co]

Hi Maheshwar,

 

I believe there is a confusion here.

I am not looking for the setting of the Auto-Close.

We have several tickets in Close Requested status and I need to extract those tickets including the auto-close date.

I know how to extract the tickets in the Call_Req table but I do not know how to check the auto-close date.

 

Regards,

Ruben

[Ruben Co]

I ended up just creating a JOIN between Call_Req and Act_Log table:

SELECT cr.ref_num, alg.description
FROM Call_Req cr LEFT JOIN act_log alg ON cr.persid=alg.call_req_id
WHERE alg.type='AUTO_CL' AND cr.status='CLREQ';

[Maheshwar Kusuma]

Hi Ruben,

 

My apologies for the late response and the confusion. (I was stuck with a Sev 1 case)

 

I am glad that you were able to find out the answer.