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?

[New Developer_S]

@pszpakowski @laxmi1509 @Mohan Mallapu 

How you implemented it finally ? Can anyone post the solution to this ? I am also looking for an answer...

[Nishi09]

To address the issue where knowledge feedback tasks related to resolved incidents are automatically closed after 7 days, yet the knowledge teams still need to complete the work, we can either (i) disable the auto closure { by navigating to Incident > Administration > Incident Properties - Enter 0 for [Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature.]. Also check for Business Rule and Scheduled Job related to incident closure.} (or) (ii) by creating custom field or status to the knowledge feedback tasks where knowledge team can flag for reopening. Modify Business rule/ scheduled job to review closed tasks and reopen those flagged by knowledge teams. Ensure alert/notification is setup to inform knowledge teams when a feedback task is approaching closure, giving them a chance to address it before automatic closure.