HR case auto close if the state does not change for 5 days

[Arvind1]

In HR cases, I have a state as "Awaiting customer response". I want the HR cases to automatically move to 'Closed complete' if the state has been "Awaiting customer response " for more than 5 days. Can I get some help in this?

[quentin_gillet]

Hi Arvind,

Unless I am mistaken, I believe this behaviour is out of the box. Is it not working for you?

Many thanks

[Arvind1]

The existing feature is when case is set to awaiting acceptance. But we use a different state(Awaiting customer response) which will be used multiple times before the case is closed.

Thanks.

[Aman Kumar S]

Hey,

This is governed by the OOB workflow, and it is set as 2 days.

Please follow below article for step by step demonstration how you can achieve this:

https://community.servicenow.com/community?id=community_question&sys_id=3500a6dadb0b4410feb1a851ca9619a3

[AJ63]

you can do this in two ways

A. have a scheduled job run daily to look at cases with this state and last updated (5 days), if yes, close.

B. Have a WF attached to case to take care this thru WF activities.