CA SDM - How to do Auto-close

Document created by TMACUL Champion on May 30, 2016Last modified by TMACUL Champion on Feb 14, 2017
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You can configure CA SDM to automatically close the ticket. When the ticket is updated to the status automatically solved the closing will occur according to the number of working hours specified in the configuration.

 

  • Set hours of different lock for each tenant / tenant
  • Set of different closing time for each ticket type

  Characteristics:

  • Setting for the number of working hours. (Workhours)
  • 0 - Indicates that is not enabled
  • If there is no setting for the tenant / tenant, it is global configuration

 

ImagensDescrição
CASDM_Turno_de_trabalho_01.jpg1. CA Service Desk Login
CASDM_Admin_Menu_EN.png2. Administration TAB
CASDM_Admin_Menu_Tree_EN.png3. Administration
4. Service Desk

5. Aplication Data

6. Codes

6. Auto close settings
7. Auto close Configurations list

8. Create

9. Type informations

10. Save

 

 

Auto Close Settings - CA Service Management - 14.1 - CA Wiki

Automatic Closure of Tickets - CA Service Management - 14.1 - CA Technologies Documentation

CA SDM - Configurações de fechamento automático PT-BR

What does the Auto Close feature base the hours setting on?   

How to set the Activity Log activity for Auto Close to 'System_AHD_Generated' user instead of 'End User'

Auto-Close rules run off Affected End User Tenant

TEC573200 - Test of Auto Close and Tenants available on Incident

http://search.ca.com/assets/SiteAssets/TEC573200_External/TEC573200.pdf 

Auto Close does may not come into effect

Tickets are not closed automatically

TEC1252322 - Understanding, Configuring and Troubleshooting CA Service Desk Manager “Auto-close” Functionality 

 

Auto close ticket

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