[DidYouKnow -3] Auto-close approval denied requests
Hello folks,
In the past, technicians had to close the approval denied requests manually and when such requests go unnoticed, it clutters their workspace and distort the reporting too.
To overcome this difficulty, we introduced a feature to auto-close approval denied requests that allows the technicians to get to the tickets that need their attention.
This can be enabled/disabled from Admin > Helpdesk customizer > Request closing rules.
Time after which a request should be closed once approval is denied can be configured and desired request closure code, closure comments and resolution can be added here.
Configure what should be done with the pending tasks that are associated with the request - for e.g. you can configure the status of the pending tasks to be changed to "Closed", "Resolved" or to some custom completed status, else you can configure to delete those tasks when approval is denied.
The request will be automatically closed only if its approval status is changed to the "Denied" status.
Note: This feature was released with the build 9315.