There is an escalation that handles this - HPD:INC:AutoCloseResolved that is attached to HPD:Help Desk. Ours is set for 15 days (( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ - 1296000))), but it may have been updated by one of our other developers. YMMV
-- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ranjith Sent: Friday, December 28, 2007 2:56 PM To: arslist@ARSLIST.ORG Subject: Incident Request ** Hello Everyone I hope someone using ITSM 7.0 can answer my query. What is the OOB functionality for an Incident to Auto Close once the status has been resolved. Is there a definite time period say 24 hrs or 2 business days and Where do we configure it ? Also, What is the difference between Customer and Contact on the Incident Management Console. Who gets the closure notification and Survey? Thanks for your time in advance... Ranjith Tulsa, OK __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
