Resolved State Incidents Not Auto-closing

[lenna_blaser]

Hi Community!

I've been noticing that incidents are not closing 5-days after being updated to a RESOLVED state. Does it close based on 5 business days? Or just 5 days regardless of whether those days are business days or weekend/holiday? 

I've checked the setting and everything looks correct to me.

Any advice or suggestions would be awesome 🙂 

Thanks! 

[sachin_namjoshi]

Please check if below system properties are present on your instance.

https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/task/configure-incident-auto-close.html

Regards,

Sachin

[Mark Roethof]

Hi there,

Looking at the OOB Business Rule "incident autoclose" it's not taking schedules into consideration. So the value you have in the Incident Properties page (or system property glide.ui.autoclose.time) is in actual days.

Have you had a look at the updated time of the incidents? Is this way back or very recent? The Business Rule also checks on the updated time.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

[Dubz]

The incident autoclose BR also checks the updated time on the incident so your incident needs to be resolved_on 5 days ago and sys_updated_on 5 days ago as well.

You can turn this off and base it solely on the resolved time by changing the com.snc.incident.autoclose.basedon.resolved_at property to true