[DidYouKnow -16] Ticket closure automation
Automation features in the ITSM tool certainly improve the quality of service provided to customers. Automation ensures less human error and high reliability, which in turn reduces the workload of technicians.
Enabling "Auto Ticket Closure" in Service Desk Plus is a simple process. Admin can enable this feature from [Admin tab -> Helpdesk Customizer -> Request Closing Rules ] he can define the number of days after which a ticket should be moved to "Closed Status"
Once the technician provides the solution for a particular ticket, he marks the ticket status as "resolved" user can test the solution and monitor it for a day ( based on the days configured by Admin ) if the user isn't satisfied with the solution, he can reply and the ticket gets re-opened immediately. If there isn't any mail or response from the user, then after the period application automatically moves the ticket from resolved to "closed status".