Major Incident Parent and Child Tickets closing

[shelley0366]

Hi

Can someone advise  as I am trying to establish whether this is OOB behaviour on P1 Tickets 

Where we have resolved all the Child Tickets and also resolved the Parent - we are finding that the Parent Ticket is NOT auto closing from the State of Resolved to Closed after 5 working days.

This happens on correctly on any other priority ticket except for P1.

[Deepak Shaerma]

Hi @shelley0366 
1. OOB Settings: Out-of-the-box, ServiceNow may have a default rule for auto-closing tickets, but the specifics (like whether priority affects this rule) can vary by version or can be adjusted to meet organizational needs.

2. Priority Specific Behavior: It’s not typically OOB behavior for P1 tickets (or any specific priority tickets) to be explicitly excluded from the auto-close mechanism unless specified by a business rule. If P1 tickets are not auto-closing, while other priorities are, it suggests there’s a customization or specific rule in place for handling P1 tickets differently.
To address the situation where P1 tickets are not auto-closing as expected, consider the following steps:
1. Review Business Rules: Look for business rules that are related to the incident lifecycle, specifically those that handle the changing of ticket status from Resolved to Closed. Check if there are conditions that specifically reference incident priority.
- Navigate to System Definition > Business Rules and search for rules affecting the Incident table (incident) that are triggered after an update (after conditions are important for status changes).
2. Workflow/Flow Designer: If your instance utilizes the Flow Designer or specific workflows for incident management, review these for any logic that might be affecting the auto-closure of P1 tickets.
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
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Thanks & Regards 
Deepak Sharma