How long do you allow a case to sit in Awaiting Acceptance before it auto closes?

[Michelle Cramer]

Hello

We are having an issue when a case closes automatically and then the employee goes in and adds a comment. They arent able to reject the case because it is already closed. We dont know that they put a comment in there so they eventually go open another case and are upset that we didnt get back to them.

Right now we have our system set up to automatically close after 2 business days. 

I am just curious how long everyone else has their systems set up before the case auto closes. I am thinking we need to push that out.

Thank you for any feedback and for letting me know your experience with this!

Michelle

[Markus Nilsson]

Hi Michelle,

I most often leave it as is ootb if not customer have a specific period they want the case in acceptance state.

However on your other question where employee comment closed cases you can tweek one write acl for that.

In the sn_hr_core_case.comments write acl on row 9 I added current.active &&:

answer = false;
if (!new hr_CoreUtils().impersonateCheck()) {
	var roles = new hr_Utils();

	if (roles.checkUserHasRole(hr.ROLE_HR_CASE_WRITER))
		answer = true;
	else {
		var hrCase = new hr_Case(current, gs);
		if (current.active && (hrCase.canEditCase() || hrCase.isApproverUserForCase(gs.getUserID()) || sn_hr_core.hr_Case.userHasSubjectPersonAccess(current)))  
			answer = true;
	}
}

This will disable employees to comment on closed cases from the portal. But if you also work with notifications they can technically still update the case by answering a notification. For this you can create a script with a bouncing email stating something like "You are trying to update a closed case, please submit a new one"

Let me know if you would like som help with that.

/Markus 

[Susan Britt]

Hi @Michelle Cramer 

The typical I've seen is 2-5 business days, but as @Sean Antle mentioned there isn't necessarily a best practice.  It'd depend on your employee base and support model.  You can prevent comments from being added to closed cases.  Some other options to help alleviate your current issue, if you didn't want to change the auto-close duration for a few employees or change the security on comments could be:

1. Setting up a notification to HR/Assigned to or assignment group when comments are added to a closed case
2. Create an auto-reply notification to the user, if they do add a comment to a closed case letting them know the closed case isn't monitored or re-opened, and they should open a new case
3. Internal process training with HR, if you find they are truly marking cases resolved too soon without validation, so you don't have the resolution rejection or cases closing prematurely

[Brandy Eger]

We started with 3 days, excluding weekends, and then moved it to 2 days.