Introduction

Auto Close Policies allow you to automatically close tickets after they meet specific conditions, such as inactivity after resolution. These policies help maintain a clean and manageable ticketing environment by reducing manual closure efforts and ensuring that resolved or idle tickets are not left open indefinitely.

Available Auto Close Policies

The following policy types are available under Service Desk > Account > Automation > Auto Close Policies:

  • Auto Close Incidents - Automatically closes incident tickets that remain in a resolved state for a defined period without any further activity or response.
  • Auto Close Tasks - Closes task-type tickets (e.g., part of changes or service requests) after a configured period of inactivity post-resolution.
  • Auto Close Service Requests - Designed to close service request tickets that are completed but not manually closed within the specified time frame.
  • Auto Close Problems - Automatically closes problem tickets once they are marked as resolved and no updates are made within the set duration.
  • Auto Close Time Bound Requests - Applies to time-sensitive requests and ensures that tickets are closed after a defined deadline or inactivity threshold has passed.

How to Configure

  1. Navigate to Service Desk > Account > Service Desk.
  2. In the left navigation pane, navigate to the Automation section and select Auto Close Policies.
    The Auto Close Policies page is displayed.
  3. Select a policy type from the list.
  4. Define the conditions for auto-closing.
  5. Save the policy.