CSM - observed one case was resolved by system in servicenow instance

[nitin51]

CSM - observed one case was resolved by system in servicenow instance.

Case was created by 20-03-2024. and there are back and forth between requestor and assigned to user.

when case was auto resolved by system, it is in ''Awaiting info' state.

Can I know how can system resolve case tickets? and where to check on this

Please help me with how and where to troubleshoot this.

[Mark Manders]

The system doesn't resolve a case OOB, so you have some custom logic on it. Check the business rules, work flows and flows running on the sn_customerservice_case table to see what sets a ticket to resolved. Maybe you have a 'wait 3 days and if no response, resolve' rule somewhere? 

[Rafał Rataj]

Perhaps you have customised the business rule ('Mark for Auto Close') for auto closure ignoring the state, just closing after x days on inactivity?

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

[Anubhav24]

Hi @nitin51 ,

You can also check any scheduled jobs which might be triggering the logic to resolve cases based on your scenario.

Please mark helpful/correct if my response helped you.