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Auto-Close criteria / automation

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  :(

1 answer

1 vote
Gaston_Valente Community Leader Feb 03, 2018


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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