Auto Close the ticket after 7 days when the state is "Awaiting Response"

[MS17]

Hi All,

I want to close the ticket automatically after 7 days if the state changed to "Awaiting Response" and no response received from the user, how to achieve this. Please suggest.

Thanks.

[Dr Atul G- LNG]

Hi @MS17 

Yo can do it via Flow designer which is no code here.

Trigger: Daily 

Action: Look up records

condition 

State in Awaiting Response

update 7 days ago

For each record

Set the close code 

and state  = closed

Try this and share feedback.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0552820

[MS17]

Hi @Dr Atul G- LNG ,

I have created a flow, but when i added the condition "updated 7 days ago", it will take the record update right? i want to close the ticket after 7 days from the state changes and if no response received.

Thanks.

[Dr Atul G- LNG]

Yes @MS17 

Run the flow and test .

[MS17]

hi @Dr Atul G- LNG ,

I have tested it, this is closing the records which are not updated for 7 days with state = "awaiting response". but If the state has changed to "awaiting response" 7 days ago and if any record update (adding comments) has happened after that, then these records are not closed.. in my case these records should be closed as the state has changed 7 days before. how to achieve this?

Thanks.