Hello All,
Is SLA time remaining the only trigger available for auto-closing a ticket after a certain amount of time?We wanted to get rid of this metric, but without realizing it, when I deleted the SLA, it broke my auto-close. Whoops
Rosa,
It is common to use an expiration of an SLA to trigger this rule, for example:
48hs from the resolution the issue gets closed, and yes, the only way i know to measure that 48 hours is an sla
If you need a customer behaviour, you can add a custom rule and choose any trigger available with any action.
Hi Gaston, there's no other action that would be relevant. I just want a plain-old timer. We need the tickets to move to closed regardless after XX:XX H without having to have an SLA to the close status. Feels like I might have to do that manually~ and that doesn't feel right.
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