Can you autoclose a job based on a not resolved status ??
We have many jobs that are waiting for a response from the user .. This may be that we are waiting for a callback or email etc ..
and many times we dont get any response , so the jobs sit there with a status "waiting for callback" . And usually the problem has been resolved by the user anyway .
It would be nice to set a business rule that checks the status of jobs , and after a certain amount of time , will do something else .. like the escalation rules .. but the "something else" may be to set the job to auto close or resolve status , and send the originator an email saying the job is waiting for response and willbe closed automatically ..
Similar to the messages that I have received directly from the servicedesk support ..
a response email usually reminds the user that they need to do something or else it will close .
and many times we dont get any response , so the jobs sit there with a status "waiting for callback" . And usually the problem has been resolved by the user anyway .
It would be nice to set a business rule that checks the status of jobs , and after a certain amount of time , will do something else .. like the escalation rules .. but the "something else" may be to set the job to auto close or resolve status , and send the originator an email saying the job is waiting for response and willbe closed automatically ..
Similar to the messages that I have received directly from the servicedesk support ..
a response email usually reminds the user that they need to do something or else it will close .
Topic Participants
Marc LUDWIG
ServiceDesk Plus
Ramon Aguilar
xavier.guich