8 Replies Latest reply: Apr 1, 2011 9:10 AM by Maryanne RSS

    Autoclosure not working on surveyed incidents

    Rookie

      In our process all incidents should autoclose 5 days after resolution.  Incidents that require a customer to complete a survey (1 in 10 incidents) are not auto closing anymore.  This means that automatic emails are sent out to the technicians to say that incidents have breached when they were actually resolved within the SLA.  I have attached a diagram of the part of the process involved.  Any help appreciated.