Automatically closing the resolved incidents within a given time

[MJ2025]

Is it possible to close a resolved incident automatically within a given time frame without giving the capability to the agent to close it using 'Close incident' button in agent workspace. The button can be removed from the workspace but how to close the incident automatically?

[Dr Atul G- LNG · Accepted solution]

Hi @MJ2025 

Yes, there is an OOTB property available where you can set the days and after that incident will be moved to a closed sate.

[MJ2025]

Turning auto-closure off

1. Navigate to System Properties > System.
2. Locate the property Number of days (integer) after which Resolved incidents are automatically closed.
3. Set the Value to 0.

Changing the number of days to wait before closing the incident

1. Navigate to System Properties > System.
2. Locate the property Number of days (integer) after which Resolved incidents are automatically closed.
3. Set the Value to be the number of days to wait before closing a resolved incident.
   For example, if you want to wait a week before closing the incident, set the value to 7 days.

Related links : Customizing incident auto-closure - Support and Troubleshooting

[MJ2025]

Turning auto-closure off

1. Navigate to System Properties > System.
2. Locate the property Number of days (integer) after which Resolved incidents are automatically closed.
3. Set the Value to 0.

Changing the number of days to wait before closing the incident

1. Navigate to System Properties > System.
2. Locate the property Number of days (integer) after which Resolved incidents are automatically closed.
3. Set the Value to be the number of days to wait before closing a resolved incident.
   For example, if you want to wait a week before closing the incident, set the value to 7 days.

Reference : Customizing incident auto-closure - Support and Troubleshooting