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Ticket are not moving to auto closed after particular time

Ashish Surve
Ashish Surve Jul 11, 2022

Hi Team,

We are receiving "closing this ticket as it has been resolved for 5 days" message in comments but those ticket are not automatically moved to closed state from resolved one. Could you please suggest why this is happening and what is the solution for the same.

 

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Mikael Sandberg
Mikael Sandberg
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Jul 14, 2022

Hi @Ashish Surve,

What does your automation looks like? Did you use the one that is in the library? When using one of the ones in the library, I noticed that you have to make a change to the transition action in order for it to take. 

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Dirk Ronsmans
Dirk Ronsmans
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Jul 14, 2022

@Ashish Surve 

How was the automation set up?

Do you use an SLA to calculate the time and then then run an automation rule?

I’d suggest to at least check your global automation rules and project automation rules to see what rule is adding the comment and whether that rule also throws an error. 

Most often this is due to a workflow that was changed but the automation was not changed to reflect the workflow changes (missing transition for example)

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