Where is the OOB logic that auto-resolves tickets after Awaiting Caller for N days?

[Puneet Hegde1]

Hi Community,

I’m trying to identify the out-of-box mechanism responsible for automatically resolving records after they remain in “Awaiting Caller” for a certain number of days.

In our instance this behaviour applies to multiple tables, including:

• Incident

• Request / RITM

• Customer Service Case

After the record stays in Awaiting Caller for a defined number of days, it gets automatically resolved/closed.

However, I’m trying to disable or control this behaviour, and I’m unable to find where the OOB logic is implemented.

So far I have checked:

• Flow Designer – could not find any OOB flow triggering this

• Scheduled Jobs – nothing obvious related to awaiting caller auto-resolution

• Business Rules / Workflows – no clear logic found

• Properties

I noticed the property:

glide.ui.autoclose.time

If I set this to 0, it prevents records from auto-closing after being in Resolved state, which is not what I want. I only want to stop the auto-resolve behaviour when a record is in “Awaiting Caller.”

So my questions are:

1. Where is the OOB logic that moves records from “Awaiting Caller” to “Resolved” after N days?

2. Is it handled by a Scheduled Script Execution, Flow, Business Rule, or system property?

3. What is the recommended way to disable or control this behaviour without breaking the normal auto-close functionality after resolution?

If anyone has previously implemented or modified this behaviour, I’d appreciate guidance on where exactly the OOB implementation resides.

Thanks in advance!

Puneet Hegde

[Tanushree Maiti]

Hi @Puneet Hegde1 

As per my knowledge there is no (OOB) number of days has been set in the instance that auto-resolves tickets specifically from the "Awaiting Caller" state.

But many project customize it as per their requirement like - Refer: https://www.servicenow.com/community/incident-management-forum/auto-resolve-incident-after-15-busine....

[fknell]

Hi @Puneet Hegde1,

The automatic resolution of records in “Awaiting Caller” is not an OOTB ServiceNow feature; it’s a custom implementation that your organization has to add. There is no standard scheduled job, Flow, or Business Rule that does this out of the box across Incident, Request/RITM, and Case tables.

But the “Awaiting Caller” behavior is a common custom pattern (often called “3‑strike rule” or “auto‑resolve after no response”) implemented via:

- Scheduled jobs (daily check)

- Flow Designer (trigger on state change → wait → resolve)

I would recommend to add reminder notifications before auto‑resolve (e.g., Day 3, Day 6).

Hope this helps!

[Ankur Bawiskar]

@Puneet Hegde1 

You need to debug further

For INC/Request/RITM -> nothing is present for this OOTB based on Awaiting Caller state

For Case -> There is a flow but OOTB it's deactivated. Seems somebody enabled that and enhanced it

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