incident state moving

snowsid88 · 11 hours ago

incident is move from resolved to Close state in 7 days OOB.

but logically how it happened OOB mean which script include or BR is running for this or something else.

Can anyone please answer to this quire please.

Thanks in advance...

GlideFather · 6 hours ago

for incidents there is this system property:

But it's recommended to keep it this value, it's an ITIL best practice...

If you are decided to modify it anyways and this won't help, then check for scheduled jobs and/or flows. Search for "auto close" or similar.

Within CSM, the Cases are auto closed by this flow:

Let me know if that helped

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Bhuvan · 3 hours ago

For incidents, it is handled via property. Refer below article

For CSM it is handled via Flow 'Auto Close Resolved Cases'

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan