Hi smart people. I am relatively new to this, so i apologise for mistakes.
Our users in servicenow have described that some resolved cases, newer auto closed, even though the functionality is enabled. It's important to state that it's on some cases, not all.
In the flow designer we have a flow called "Auto Close Resolved Cases" Which checks on a schedule cases in sn_customerservice_case table. With parameters:
1: "State is resolved",
2: "Resolved, relative on/or before 10 days ago"
3: "Auto close is true"
Then For each case records - State Closed, by system admin.
In our test instance (recently updated) i tried testing the flow, and it found 0 cases fitting the parameters.
But after i removed the third condition "Auto Close is true", then it found 200 cases which was then closed.
I looked through 5 cases, and it performed as expected.
This leads me to the assumption that somehow this "Auto Close" value is not enabled on many of our resolved cases.
What sets this value "Auto Close" in resolved cases, or what removes it. Or how do i identify what changes it, or am i missing something totally different?
