You can configure CA SDM to automatically close the ticket. When the ticket is updated to the status automatically solved the closing will occur according to the number of working hours specified in the configuration.
Characteristics:
5. Aplication Data
6. Codes
8. Create
9. Type informations
10. Save
Understanding, Configuring and Troubleshooting CA - CA Knowledge
Auto Close Settings - CA Service Management - 14.1 - CA Wiki
Automatic Closure of Tickets - CA Service Management - 14.1 - CA Technologies Documentation
CA SDM - Configurações de fechamento automático PT-BR
What does the Auto Close feature base the hours setting on?
How to set the Activity Log activity for Auto Close to 'System_AHD_Generated' user instead of 'End User'
Auto-Close rules run off Affected End User Tenant
TEC573200 - Test of Auto Close and Tenants available on Incident
http://search.ca.com/assets/SiteAssets/TEC573200_External/TEC573200.pdf
Auto Close does may not come into effect
Tickets are not closed automatically
TEC1252322 - Understanding, Configuring and Troubleshooting CA Service Desk Manager “Auto-close” Functionality
Auto close ticket
I've revised this document, and added two new small sections:
Understanding, Configuring and Troubleshooting Auto-close
Thanks, Kyle_R.
Hi All,
Cross posting to my new Auto-close document here: Everything you wanted to know about Auto-close, in Service Desk
Hello Arunava,
No known patch or issue. You'd need to approach that as a trouble-shooting exercise.
Have a look at the /logs/stdlogs at the time that the Auto-close SHOULD have fired, and see if there are any messages present, such as:
03/27 09:00:00.03 MY_SERVER spelsrvr 2144 ERROR cr.spl 8154 Unable to automatically close ticket: cr:5113462 - INVALID
These will stand you in good stead if you wish to log a Support case.
You may even get lucky and see some clear messages at the time - having a customisation in there which performs a write to the same table/s that the Auto-close uses may be an issue for example. So if you are seeing something like "z_my_customisation.spl Auto-close ..." then check that out.
We have seen, in-spite of this setting the auto close trigger not works with 100% efficiency in r12.9. The Auto close event attaches successfully but that not triggers (AA mode) actually in some instance. Do we have any solution/fix for that? Or we need some other settings to be enabled?
Thanks
ArunavaS
Hello Tiago,
Another great document.
Reminder though that the board language is English - including screenshots!