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 

If the incident was moved to "Awaiting Response" on 20th February and there was no update or comments, either from the system or the user, by 27th February, then the record will be closed on 28th February.

However, if a comment was added on 23rd February, the record will be closed on 3rd March.

[SaranyaD3595456]

@Dr Atul G- LNG 

yes it is closing the records based on record update not based on state update, but i need to close the records based on state update. any idea?

Thanks.

[Dr Atul G- LNG]

Did you add the condition like

State = Awaiting Response AND

Update before 7 Days

[MS17]

@Dr Atul G- LNG 

yes i did, as i mentioned the records are getting closed based on record update as you have commented "

"If the incident was moved to "Awaiting Response" on 20th February and there was no update or comments, either from the system or the user, by 27th February, then the record will be closed on 28th February.

However, if a comment was added on 23rd February, the record will be closed on 3rd March."

But my requirement is if 

If the incident was moved to "Awaiting Response" on 20th February and there was no update or comments, either from the system or the user, by 27th February, then the record will be closed on 28th February - this is fine.

However, if a comment was added on 23rd February, the record should be closed on 28th feb, as the state of that record has moved on 20th feb.

Thanks.

[Dr Atul G- LNG]

Hi @MS17 

However, if a comment was added on 23rd February, the record should be closed on 28th feb, as the state of that record was moved on 20th feb.

Atul: That is not possible, as we are using the AND condition, so if both conditions match only then will it work. 

OR 

Try this condition in list view. [Change state to Awaiting Response]

In this case, the system will see only the state, not the comments.