CA Service Management

Hi Team,

While resolving a ticket, 

status goes like :

Open-> Acknowledge 

Acknowledge->WIP

WIP->Resolved

While status is RESOLVED I need that "After 1 hour it should automatically CLOSED and user can't able to REOPEN it after 1 hour after its getting closed but before it user can REOPEN that ticket". 

Please suggest.

Regards,

Jagatjyoti Dash

Assuming you have a status named REOPEN then you would need Transition rules from Resolved to REOPEN and Resolved to Closed.

You can also use the Status Transitions to send a notification to the user when the ticket is Resolved.  You can have them Accept or Reject the resolution.  If you implement Auto-Close you can set the time the ticket will automatically change from Resolved to Close - say one hour. 

If the user Rejects the Resolve, it will go back to Open.  If they Accept the Resolve, it will be immediately Closed.  If they do nothing, it will close in one hour (or whatever you set).

If you set the Options Manager setting to prohibit editing inactive tickets (which is set by default) then no one will be able to edit a Closed ticket.

Jagatjyoti, do you mean when the tickets close, users can reopen them within one hour and one hour after closure, users can't reopen the tickets anymore? Thanks _Chi

Hi Jagatjyoti,

Definitely you might be looking into some customization to disable the option for reopening the ticket after the initial 1 hour in RESOLVED status. Status transitions will definitely help you in changing the status from RESOLVED to CLOSED accordingly but if you want to restrict the end users from reopening after closure, then you might want to disable the edit option. Not sure if this is a good option , unless if you are configuring this for End users only.

Hi Team,

I need :

When the status is Resolved. If user will not reopen the ticket for 1 hour, Status will change to Close automatically after 1 hour.

Regards,

Jagatjyoti Dash

Hi everyone,

Any other thoughts/ideas for Jagatjyoti on this one ?

Thx

_R

Jagatjyoti,

You will need to set up an auto close for the tickets after 1 hour, instructions on how to do so can be found below:

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

Thanks,

Scott

Jagatjyot, I tried the following and it seemed worked well for me...

1. make sure there are two status transitions for the ticket type: resolved->reopen and resolved_>closed. In my case, it is for call request status transitions

2. from administrator web interface, go to Administration->Service Desk->application data->codes->auto closure setting 

and create a new record with number of business hours for request set to 1

From this point on, whenever a call request goes to Resolved status, the auto closure event triggered and within one hour if the status does not change to reopen then the ticket will be closed 1 hour after status Resolved is set.

You may try the same to see if it works for you. Thanks _Chi