different autoclose time for major incidents

[Valentijnv]

The OOTB autoclose period in Servicenow is 7 days. Is it possible to change this value only for major incidents?

So autoclose time for normal incident 7 days and autoclose time for major incidents  15 days

[maggie33wes]

Instead of relying on the global system property which applies a flat rule to everything, you disable the native auto-close property and run a customized scheduled script execution that checks the incident type/category.

[Hemanth M]

Hi @Valentijnv ,

its controlled by a system property "glide.ui.autoclose.time" , a scheduled job "Autoclose Incidents" and a Business rule "incident autoclose"

for your scenario - you can add a if condition if its major incident then ps is 15 days

Hope it helps!

[Ankur Bawiskar]

@Valentijnv 

Out of the box major incidents are not auto closed via that auto close logic and they need to be manually closed.

Please discuss this with your customer

Configure incidents to close automatically 

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[Dinesh 89]

Yes, this requirement is possible, but I would recommend not modifying the OOTB Incident Autoclose Business Rule directly.

By default, ServiceNow uses the system property glide.ui.autoclose.time to determine the auto-close period, which is 7 days. The Autoclose Incidents scheduled job then processes incidents based on this configuration.

Since glide.ui.autoclose.time is a global property, it cannot be configured separately for normal and major incidents.

For your requirement:

Normal incidents: Auto-close after 7 days
Major incidents: Auto-close after 15 days
A better approach would be to keep the OOTB configuration at 7 days for normal incidents and create separate logic for major incidents. For example, you could create a custom system property for the major incident period (15 days) and a separate scheduled job/script that identifies resolved major incidents and closes them after 15 days.

This approach avoids modifying the OOTB Business Rule and is generally safer for future upgrades.

Also, before implementing this, confirm whether the 15-day period should be calculated from the Resolved date and whether only resolved major incidents should be auto-closed.