解決済みのサービス リクエストの自動クローズ

The IT service management template includes an extra service level agreement (SLA) and automation flow. Together, these automatically close service requests three business days after an agent resolves them. This is useful for teams that want to wait before closing requests in case customers have extra feedback.

SLA – 解決後のクローズまでの時間

サービス リクエストの解決状況フィールドが設定されると、Time to close after resolution という名前の SLA が計時を開始します。計時は、エージェントが解決状況フィールドをクリアするか、リクエストが [クローズ] にトランジションした場合に停止します。

You can view, edit, or remove this SLA from your service space by selecting
Space settings, then Request management, then SLAs.

サービス レベル アグリーメント (SLA) を作成してサービス目標を管理する方法をご確認ください。

Automation flow – Auto-close after being resolved for 3 business days

Your IT service space includes an automation flow that auto-closes requests after they have been resolved for three business days. This flow transitions a service request from Resolved to Closed when the above SLA is breached.

You can disable or edit this flow by selecting Space settings, then Automation, then Legacy automation.

Learn how to set up flows to automate repetitive tasks.