Defining rules to close resolved tickets automatically

You can define rules that will close tickets automatically when their status is changed to Resolved. Any defined notifications are sent as well, saving your agents time and effort.

To define a rule for closing resolved tickets automatically

  1. Open the item where you want to define the rule:
    1. Click the Administration tab.
    2. In the Workspaces section, click the name of the workspace, or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The Workspace details page appears.

    3. In the left pane, click Record Definitions.
      The Items page appears. 
    4. Double-click the Ticket item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Business Rules.
  3. Click New Business Rule and select Escalate To Rule.
    The Rule Builder page appears.
  4. In the Business Rule Name field, type a descriptive name for this rule.
  5. (Optional) In the Description field, type a description that explains the purpose of this rule.
  6. (Optional) In the State field, select Not active if this rule is not ready for use.
  7. (Optional) In the Business Rule Schedule field, accept the default of Run any time or select any work schedule configured for this container.
  8. In the Triggers section:
    1. Click Add trigger.
    2. Accept the settings of After Save, On Create and On Update.
    3. Click Create.
  9. In the Criteria section:
    1. Click Add New Condition.
    2. In the first field, select Status.
    3. In the Condition field, select is equal to.
    4. In the Value field, select a Completed value.
    5. Click Create.
    6. Click the plus sign (plus) to the right of the condition statement that you just created.
    7. In the first field, select Age.
    8. In the Condition field, select greater than or equal to.
    9. In the Value field, select the time period when the change in status should occur.
      You must select or type values in the Days, Hours, and Minutes fields.
    10. (Optional) In the Schedule Type field, select a schedule.
    11. Click Create.
  10. In the Actions section:
    1. Click Add new action.
    2. In the Action  and Method fields, select Set field value.
    3. In the next field, select Status.
    4. In the Value field, select a Closed value.
    5. Click Create.
  11. Click Save.
  12. Publish the workspace to implement your changes:

    1. In the breadcrumb trail, click the Workspace link.

    2. Click Save and Publish.

      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring business rules

Managing business rules

Deleting business rules

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