incident state moving

[snowsid88]

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]

Hi @snowsid88,

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

[GlideFather]

Hi @snowsid88,

have you had chance to review the sys proeprty mentioned above?

Please share some feedback

[Bhuvan]

@snowsid88 

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

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0552820

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

https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...

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

Thanks,

Bhuvan

[Bhuvan]

@snowsid88 

Did you get a chance to review this as I believe the information provided should answer your question.

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan