Is it recommended to auto close interaction once associated incident closed

[Vinod S Patil]

Hello Team

We have requirement auto close the interaction in workspace once associated incidents closed. I know that we can do it by using BR.

Now question, Is it really recommended by ServiceNow to configure this as it is out of the box functionality.
Please help with more details, why it is not recommended or any drawback having it in real time project. 

@Dr Atul G- LNG 
@Harish KM 
@AndersBGS 

[Deepak Shaerma]

Hi @Vinod S Patil 

In this requirement, We need to know the importance of maintaining the OOTB functionality as much as possible to ensure future compatibility with updates and to reduce the maintenance overhead of custom solutions. While ServiceNow does allow for extensive customization to meet specific business needs, it encourages thorough testing and evaluation of any customizations to prevent negative impacts on system performance, maintainability, and upgradability.

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Thanks & Regards 
Deepak Sharma

[Harish KM]

Hi @Vinod S Patil  I think service now do not close the interaction records, but yes we can do this with custom Business Rule. I dont see any impact on this because it ensures that there is a correct process in place, as long as your interaction record is converted to incident, The interaction record is no longer valid since agent does his job and he transferred it to incident and assigned to a group hence makes sense to close it.

[Dr Atul G- LNG]

Hi @Vinod S Patil 

It totally depend on the process, if you ask me , then yes, interaction must be closed as soon as Inc closed bcz interaction means to get some info / interact with user and rest life cycle need to follow in Inc. 

OOTB it is not closing, you may create BR / script to close.