Resolved incident are not auto closing

[srinidhi]

Hello All,

Resolved incidents are not getting auto closed. 

These incidents are driven by integration, via integration these incidents are resolved.

For few tickets auto closure is working but for few tickets its not.

Please let me know the ways to check.

Thanks

[Allen Andreas]

Hi,

If the Incidents are set to Resolved, then out of box, there's a period of time that would pass before it gets closed.

Please refer to documentation for assistance: https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/incident-management/task... 

If this is not working, then you'll want to check this setting as well as any business rules blocking this, but out of box, it should take care of any records that are resolved automatically, regardless of integration or not.

[srinidhi]

Thanks Allen, for the reply, checked the OOTB BR and setting but still facing issue .

[Allen Andreas · Accepted solution]

Hi @srinidhi 

Unfortunately, we're not able to help you much further without more information from you. As mentioned, the system property, if set, would automatically set those records to closed after 'x' period of time. You'd want to check your business rules, workflows, flows, etc. and see what could be causing this. Compare the audit log (go to record, right-click and use context menu History > List) and see the state history, etc. for integration records vs. other records and see if there's some sort of difference.

[Frank Treml]

Hi Srinidhi, 

i have seen this behavior before as well, I our case and email was triggered and updated the incident record , which set the status back to work in progress. 

Check if the status / Incident State field is changing once the incident is resolved. 

Hope this helps

Frank