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Auto Close change order in 48hrs

  • 1.  Auto Close change order in 48hrs

    Posted May 02, 2019 08:01 PM

    Hi,

    Is there any way to close the change order automatically after 48hrs from completed ?

    If the change order status changed to completed ,then the requester need to verify and close it.

    Otherwise ,after 48 hrs change order needs to be closed automatically with closure code successful

    I have tried to do with events.But no idea how to achieve 48hrs logic

     

    Can anyone help me on this?

     

     

    Thanks,

    Lakshmipriya 



  • 2.  Re: Auto Close change order in 48hrs

    Broadcom Employee
    Posted May 03, 2019 01:25 PM

    lavudaiappan .......

    Have you reviewed the following yet?

    CA SDM - How to do Auto-close 



  • 3.  Re: Auto Close change order in 48hrs

    Posted May 04, 2019 03:57 PM

    Hi Paul,

     

    Thanks for the article !!



  • 4.  Re: Auto Close change order in 48hrs

    Broadcom Employee
    Posted May 03, 2019 02:36 PM

    Lakshmipriya, do you mean auto close after tickets reach "resolved" status? if yes you can set it up as Paul's link here. Or you have some custom status called "completed"? And if this is the case, you would need to run your own spel code to implement it. Thanks _Chi



  • 5.  Re: Auto Close change order in 48hrs
    Best Answer

    Broadcom Employee
    Posted May 03, 2019 07:23 PM

    Hi Lakshmipriya.,

     

    To add to the above, if you are using a site defined change status called "Completed", then you have to make sure that the status definition you configured makes the "ticket as resolved" - there is a check box for that. So, when any ticket is set to "Completed" status, it is treated as resolved and will trigger the Auto-Close activity.

     

    However, you mention that you would like to change the Closure Code to 'Successful' before closing the change order via auto-close. This will require a custom action macro code to change that field value in ticket. There is no OOTB macro for that.

     

    Thanks,

    Indrajit Banerjee.



  • 6.  Re: Auto Close change order in 48hrs

    Posted May 04, 2019 04:05 PM

    Thanks for you idea 

    it worked perfectly . My change order got auto closed after 48hrs from the status 'Completed'

    Also i have used Events with action macro to update the closure code when status changed to 'closed'



  • 7.  Re: Auto Close change order in 48hrs

    Posted May 13, 2019 03:23 PM

    Hello All,

    I have one problem in auto close.

    I have set 48 hrs in auto close settings.

    But change order is closing after 1 week.

     

    Is it some thing based on working hrs ?

    Any one advice me how to resolve it?



  • 8.  Re: Auto Close change order in 48hrs

    Broadcom Employee
    Posted May 13, 2019 03:59 PM

    lavudaiappan........

    Check the workshift that is being used.

    If you are using business hours, then 48 hours would be approx. 1 week.



  • 9.  Re: Auto Close change order in 48hrs

    Posted May 13, 2019 04:12 PM

    I have 3 workshits in workshift List

    Not sure which work shift is being used by auto close.



  • 10.  Re: Auto Close change order in 48hrs

    Broadcom Employee
    Posted May 14, 2019 09:56 AM

    Auto-close will use the first Workshift that it can find based on the following order: 

     

    1. Ticket's Requester Workshift 

    2. Ticket's Affected End User's Workshift 

    3. Regular Workshift 

    Even if the 'Regular Workshift' is inactive/not present, auto close will still use it so that the auto-close feature has something to run off of. 

    Please refer to the following document for further details: 

    https://comm.support.ca.com/kb/which-workshift-is-used-by-the-auto-close-functionality/kb000013910 

    So basically, the Regular Workshift is hard coded as the last resort if no other workshift is found



  • 11.  Re: Auto Close change order in 48hrs

    Broadcom Employee
    Posted May 14, 2019 11:44 AM

    Hi Lakshmipriya,

     

    This is a product feature that impacts auto-close. Age old issue. That was one of the reasons I had put in an idea to associate workshift with autoclose - See here: https://communities.ca.com/ideas/235737304-ca-sdm-auto-close-association-with-workshift

     

    Since I see you do not have many workshifts defined, you may try a trick but it will not work if you have general users associated to workshifts. It works perfectly, if the users do not need to have workshifts defined with their contact record.

     

    Here is the trick:

    (1) Rename the "Regular" workshift to say "Auto-Close".

    (2) Change the renamed "Auto-Close" workshift configuration from the current definition to the one exactly like the "24 Hours" workshift.

    (3) Create a new workshift called "Regular Business Hours" and define the business hours in your case. You can use this workshift for notification purposes or event triggering when a business hours schedule has to be followed.

     

    If the 'Requester' does not have any workshift defined, the 'Auto-Close' will follow the modified workshift in (2) above and you should have the closure in 48 hours.

     

    If this works, please vote for my idea above.

     

    Thanks,

    Indrajit Banerjee.



  • 12.  Re: Auto Close change order in 48hrs

    Posted May 14, 2019 12:50 PM

    Another approach would be to leave workshifts as they are and set your Auto-Close to 16 hours. That would typically be two work days on the Regular workshift.