To enable this feature ensure that the Enable Automatic Incident Status Update checkbox is selected.
In order to qualify for automatic closure, Incidents must meet the following criteria:
· The Incident must have been logged by a user of the Self Service Portal. Incidents logged in this way will have Web as the entry for the Logged By field.
· The primary association for the Incident must be the Self Service Portal user that logged it.
· The Incident must have at least one Incident Action.
· The Incident Status must be one of the Statuses selected in the Statuses to automatically close list.
· The user-defined time period must have passed since the date and time of last Incident Action and Incident Log entry.
Note:
Automatic Incident closures are processed by the SupportDesk Escalation Service which must be running in order use this feature.