APPS:How do I set the number of days before specific call types are closed

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How do I set the number of days before specific call types are closed

Available from ITSM 3.4.6

Within the Supportworks Platform, there is a feature which will close calls which have been resolved for more than a certain number of days. This applies to all call types.

There is a related feature specific to ITSM which can be set to different values for each type of call. This means that, for example, resolved Incidents can be set to close automatically after 14 days whereas, Service Requests could be set to close after 21 days.

The corresponding settings can be found in the System Setting tab (File | Manage Settings | General Settings). The settings all start with the text "APP.AUTO_CLOSE_RESOLVED_CALLS" and the following are available.

  • APP.AUTO_CLOSE_RESOLVED_CALLS.OLA_TASK
  • APP.AUTO_CLOSE_RESOLVED_CALLS.B_P_TASK
  • APP.AUTO_CLOSE_RESOLVED_CALLS.KNOWN_ERROR
  • APP.AUTO_CLOSE_RESOLVED_CALLS.SERVICE_REQUEST
  • APP.AUTO_CLOSE_RESOLVED_CALLS.RELEASE_REQUEST
  • APP.AUTO_CLOSE_RESOLVED_CALLS.CHANGE_REQUEST
  • APP.AUTO_CLOSE_RESOLVED_CALLS.INCIDENT
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