How to create auto-close functionality for hr case? if custumer not response.

[ChandraShekhar7]

I have to create auto- close functionality. so that if case is waiting for customer response and if he not responded for 3 days case should be close. and if costumer responded, Stop the functionality and again wait for condition because if case again put for costumer response then this functionality should be run again.

Note ;- This functionality run for case again and again when the condition matches(customer response/action needed). it will only stop if case is closed/cancelled.

[Ankur Bawiskar]

Hi,

you can refer OOB incident auto-closure and do something similar for your requirement.

Regards
Ankur

[Raghu Ram Y]

Hello @ChandraShekhar

You can use 3 Strike functionality like below..

1.) Create a scheduled job that runs daily and filter the records which are pending with customer.

2.) Check if updated date over 24 hours ago, and updated_by != customer(i.e., end user doesn't updated any comment) then trigger the notification stating that ticket is due from last 24 hours

3.) Check if updated date over 48 hours ago, and updated_by != customer (i.e., end user doesn't updated any comment) then trigger the notification stating that ticket is due from last 48 hours

4.) Check if updated date over 72 hours ago, and updated_by != customer(i.e., end user doesn't updated any comment) trigger notification stating that ticket is due from last 72 hours and close the ticket..

I hope my response helps you, if so please mark my response as correct and helpful.

[Susan Britt]

As long as you have not changed the OOB functionality, the auto-close duration can be updated in the "HRI Case User Acceptance" workflow.  Change the Timer value from the default 2 business days to 3 days.  If the customer replies and rejects the resolution, the State of the case is updated from Awaiting Acceptance preventing it from auto-closing.  Once the state goes back into Awaiting Acceptance, the workflow will begin again waiting for the timer value in the workflow.