Best Practice for Knowledge Feedback Tasks in Incidents. Feeback tasks close when ticket auto closes

[pszpakowski]

After an incident is resolved, there are several tasks related to incident management and knowledge feedback that remain open. If these tasks are not completed within 7 days, they are automatically closed as incomplete. However, the knowledge teams still want to complete the work on the knowledge feedback tasks, but they are unable to do so because they are closed. Can you suggest a solution for this situation so that the knowledge teams can continue to work on these tasks?

[AshishKM]

Hi @pszpakowski , 

This is operational process that your org want to process the related tasks, As you know, if system is auto closing the task in 7 days and after closed ( active = false ) there is no alternate way to make those task available for edit unless the duration extends to more days or  stop the auto closing process and let the team close it after complete the work. 

-Thanks,

AshishKM

[Sndeveloper Adm]

Hi @AshishKM 

I am also looking for a solution to the problem which @pszpakowski  mentioned. We do not want the KFT 's to auto close when an incident closed.Do you have any working solution or any leads for the implementation of this ?I am unable to trace out the exact code where should i change?

[Mohan Mallapu]

Hi @AshishKM / @Sndeveloper Adm ,

We got into the same requirement, Could you please let me know the process of how the KFTs are getting closed in 7 days and how to deactivate that process?

[laxmi1509]

task available for edit unless the duration extends to more days or  stop the auto closing process and let the team close it after complete the work. I have same issuse with this one. where i need to check the script