Show Close Case Button when state is Resolved

[depa]

Hi guys,

is that possible to show the Button "Close Case" which is available when the Case state is "open" also displayed when the state is "resolve"? In Which part i have to look deeper?

thx in advance

[Community Alums]

They have improved the BR and Schedule Job logic to Flow Designer. If you are on Kingston or newer, out of the box you can make use of the Flow Designer to auto-close resolved cases. Flow Designer enables process owners to use natural language to automate approvals, tasks, notifications, and record operations without having to code  Please take a look at the product documentation.

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

Let me know if you want to use the old method (BR and Schedule Job) and I will try to find for you. There are 3 pieces of configuration points that make up the auto-close behavior: Property (glide.ui.autoclose.time), BR and Schedule Job.

[depa]

Thx for this good answer, iam interested in the old method.
Atm ive use a dirty workaround. I deleted the manual condition string in the Customer Service Case Flow ->Close Case (javascript:new CSMUtil().isCloseUIActionValid(current) ).

And added this condition (current.state != 3) to show now on each state  the Close Buttion.

[Community Alums]

It's not bad but.. "Close" is such a strong action that it should be restricted to specific roles or let the system take care of it. I need to wake up my PDI to take a look but take a look at this link (https://community.servicenow.com/community?id=community_question&sys_id=d1413cfcdbb8d7cc2e247a9e0f96...). This is a short version of a native solution. I never tried but it seems he has all logic there. 

If you want to do it properly, there are 3 pieces of configuration points that make up the auto-close behavior:

Property

The property glide.ui.autoclose.time is used to determine the number of days after a "silent" resolved incident is closed. A "silent" record is a record that has not been updated on any field. Any update resets the record so that its auto-closure is measured from the last updated timestamp.

This record is located at /sys_properties.do?sys_id=d5c26446c0a8011800cdf450892cec2d.

Business Rule

Incident or Case autoclose contains all the code necessary to do the closure. This includes the query for all the incidents in resolved state and a query of all incidents that have not been updated for longer than the "autoclose days." The business rule also sets a few values:

• The value in closed_by field to be the same as resolved_by
• Value in the state field to be closed
• Active to be set to false

Clone incident record located at /sys_script.do?sys_id=d67b8d9ec0a80118008cd8f0f7f92fae and adapt to sn_customerservice. I am pretty sure you have a BR related to this closure, I will wake up my PDI and let you. If not, you need to create one. There are 2: Mark for Auto Close and Clear Auto Close. You probably should take this into consideration too. 

Scheduled job

Autoclose calls the business rule every hour to actively search for a "silent" resolved case or incident. The job is auto-queued to run every hour by default. This job is normally quite quick and does not create excessive strain on the instance. If you have an extremely high volume of incidents being moved into the resolved state, then you may change this to run at a lower frequency or even once a day only.

Clone this record located at /sys_trigger.do?sys_id=d67e98dac0a8011801393f5054790aa5 and adapt to sn_customerservice.

Since business rule and the scheduled job will be in CSM scope, you should be fine.