Allow for custom hours for the auto close functionaity to run. Default auto close functionality only runs 8-5 weekdays.
Auto close is defined as how many 'business hours' after the ticket is resolved, so it is based on 'Regular' workshift
For more details, please refer to TEC552465
If needed, you can modify the 'Regular' workshift to change the hours for auto close function.
How ever, some customers already complained on another problem, if a large number of tickets are resolved out of 'Regular' hours, at the beginning of the 'Regular' workshift, the SDM may hang for few minutes until the auto close processing finished.
A solution is to use dedicate workshift for auto close.
Or let auto close processing start, for example, 30 minutes earlier?
Mark is right.
To add to this.
The Auto-close WILL use different Workshifts, IF they are against the Contact used for the Affected End User or Requestor on a ticket.
The "Regular" Workshift will only be used if those Contacts do NOT have a Workshift against them.
These lead to two best practice recommendations.
NOTE: You may rename or even Inactivate the Regular Workshift, but it will still be used for this fall through case.
I've also created a related Idea you may wish to vote on:
Allow Auto-close to drop through to Auto-close defaults, instead of "Regular" Workshift, in SDM.
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