How to identify the auto closed incidents from state solution proposed to closed due to inactivity of the caller?

[Udhya]

Dear all,

We would like to know the list of incidents which were closed automatically from solution proposed to closed due to no activity from the caller.
There are many incidents in the closed state changed from solution proposed, but how to know which were closed automatically?
Please help with the code to get the list of the incidents.
Appreciate your help!

[Saurav11]

Hello,

OOB there is a Closed by field on Incident form you can make use of that.

The closed by field will show admin or system administrator for the Incidents closed automatically. But for Incidents closed by action of users it will show the user name of the actual user.

Please mark answer correct/helpful based on impact.

[Udhya]

Thank you for the advice @Saurav .

We have implemented something recently which will update the incidents to closed state as system admin, so in this case we're not getting accurate incidents.

Is there any alternative to find out the incidents closed automatically.

Please suggest!

Thanks

[Saurav11 · Accepted solution]

Hello,

Then you can use the filter that Closed date in more than 5/7 days after resolved date.

Depending on the number of day you have configured for automatic closure

Please mark answer correct/helpful based on Impact.