case should be closed automatically, If the customer didn't add any aditional comments.

[poornima batchu]

hii everyone,

  I need solution ,  the state of a case is Awaiting customer approval, if customer didnot respond to the case after 3 days or like that then the case should be closed which means the state of the case should be closed. I am finding a way to fix this.

thank you

[ersureshbe]

Hi,

Per my analysis, You should check the 'metric_instance_list.do' in 'sn_customerservice_case 'table and try to find the metric definition for Case - Pending state. If available - You should write the code based on 'metric_instance'

else

You should create the metric definition under 'metric_definition' table for case pending state and You should write the code based on 'metric_instance' table.

Please mark as correct answer if it helped.

Regards,

Suresh.

[Community Alums]

Hi @poornima batchu ,

You can achieve it with the help of a After Business rule and a scheduled job.

there is already a OOB BR called "incident autoclose" ,just replicate the same with your required conditions in the "Advanced section of BR.

Make sure its a After business rule and don't check "inserted" or "updated".

Then Write a schedule job which will run daily at start of the day or end of the day and does this

1) query the table

2) add condition as state is auto close and days is more than 3 days

script should be something like this, but adjust as per your requirement:

var inc = new GlideRecord('tableName');

inc.addQuery('state', ''); // give your choice value here

inc.addQuery('sys_updated_on', '<=', gs.daysAgo(3));

inc.query();

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Rob Sestito]

Hi there,

If I am reading your post correctly, you want your cases sitting in awaiting acceptance state to auto-close into Close Complete state after 3 days of no activity from the customer?

If so, you should be able to do this using the workflow that is OOTB which controls this. From the Workflow Editor, you may have a workflow called: HR Case Awaiting Acceptance 5 days. You could checkout the workflow, edit the timer to 3 days, and then publish it again (Note: only cases moving into Awaiting Acceptance after this change will take the new 3-day affect).

[Vishnu Prasad K]

Hi Poornima,

Create a workflow in which you should add a timer activity. Once the state changes to Awaiting customer approval, trigger the below workflow.

You can also do it through a scheduled job. But it will not close the case exactly after 3 days, has to wait till the job executes. So it's better to do it through a workflow, for being more accurate.