Auto Closing Request Tickets - What is your practice/policy?

[sarajanedw]

I am looking for feedback on what other companies are doing with aging request tickets that have not been approved for fulfillment by the Requestor's manager.   We have created an aging report that shows the tickets pending manager/business approval 0 - 2 days, 3 - 5 days, 6 - 10, 11 -15, 16 - 30, and > than 30.   Looking to understand if there is a best practice to auto close tickets not approved by a certain timeframe and send an email to the Requestor and the Requestor's manager advising the ticket has been auto closed due to not being approved.

Thank you for responding with your process information.

Sarajane Donahoe-Ward

[Kalaiarasan Pus]

We do auto close requests but we do like this.

Depending on the processes, we send a remainder mail stating that 'your action is pending for so and so and if no action is taken , request will be auto closed after so and so days'

And if no action is taken by user,   we auto close the request

[snobypaul]

Hi Sarajane,

There are many process approaches you can avail for this , few options below,

1. Email notification,

1. To Approver
2. To Approver and Approver's Delegatee/Manager (In case the manager is on leave, someone else is authorized to approve on behalf of approver).
3. To Approver, Requester and Escalation Queue Group (If the Business has any escalation queue who can address urgent requests)

2. Reassigning the Approval , after certain days to Delegate/Manager/Escalation Queue

3. Set a process for business, "3 strike rule" after 3 notifications , inform the requester to manually reach out to approver and auto close the request.

You can avail all combinations from above possible ways

This is a pure process decision for the business, you may suggest options and make sure to get a "date" to autoclose such tickets if no actions/approval happens. Else this would create a lot of backlog data on the tool.

Thanks.

[Subhajit1]

Hi Sarajane,

For one of my Clients, we Introduced a new flag field, 'Enforce 3 strike Rule' which was available only to the Assignment Group Members. Once this was ticked, we had a scheduled job running every 30 minutes which look into this INCs and Set the status to Resolved which in turn sends the Autoclose   Email.

The benefit to this approach is you can measure for how many INCs, 3 strike rule was applied.

Thanks,

Subhajit