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how do I customize the automatic closing of tickets for a specific function

  • 1.  how do I customize the automatic closing of tickets for a specific function

    Posted Jul 13, 2018 01:28 PM

    as I customize the automatic closing of the tickets for a specific function, I can not do for the tenant because not all the ticks can be closed automatically, and I can not do it by event because when the status is changed to "Solved" it stops counting the SLA.

     

    I need a customization that automatically closes the "Resolved> Closed" tickets, but only for some areas of the catalog.



  • 2.  Re:  how do I customize the automatic closing of tickets for a specific function

    Broadcom Employee
    Posted Jul 13, 2018 02:16 PM

    Hi Hiago,

    I would like to point out the following:
    - Checked the status detail of "Solved" for the value 'Stop Service Type Events and Targets?'. You most likely have the value Yes. It would stops SLA events.

    - Auto close only work with ticket status "Resolved". It would not auto close other ticket status.

    - If you don't want to auto close for tenant, try to use data partition not showing "resolved" status. Then, it would not have auto close at all.

    Regards,
    Derek