Auto resolve incident after no feedback from customer?

[LoriC]

Best practices question/opinions needed please. If an incident is place on hold - awaiting caller. If there has been no response from the customer after we have reached out to them via additional comments and putting the incident to on hold, awaiting caller, can we automatically resolve the incident after a certain time period? We would put verbiage in the resolution notes to explain why we are resolving it and they do have the option to respond before the auto close of the incident after 7 days. 

[Sandeep Rajput]

@LoriC Incidents can't be put on hold indefinitely, specially when the inputs are needed from the caller. Such incidents can be automatically resolved if the caller doesn't respond in the specified duration. Apart from reaching out to the caller additional comments, you can also choose to send two reminder emails and if the user doesn't respond in span of 7 days, you can choose to automatically mark that incident as resolved.

I have seen similar implementations implemented by different organisations.

Hope this helps. 

[LoriC]

Thank you for your input - I'm curious as to how they determined there were no updates/responses from the caller to automatically resolve the incident?

[Sandeep Rajput]

@LoriC Changes on the comment field/Updated on (sys_updated on) and Updated by (sys_updated_by) can be tracked by the scheduled job script to identify the potential candidate for the closure.