The IT Service Desk template includes an extra service level agreement (SLA) and automation rule. Together, these automatically close incidents three business days after an agent resolves them.
SLA - Time to close after resolution
The SLA called Time to close after resolution starts a clock when the resolution field of an incident is set. This clock stops if an agent clears the resolution field or if the request transitions to Closed.
You can view, edit or remove this SLA from your service desk project by selecting Project settings () > SLAs.
Learn more about SLAs in Create service level agreements (SLAs) to manage your team's service goals
Automation rule - Auto-close after being resolved for 3 business days
The IT service desk includes an automation rule called Auto-close after being resolved for 3 business days. This rule transitions an incident from Resolved to Closed when the above SLA is breached.
You can disable or fine tune the rule in your service desk project by selecting Project settings ()> Automation.
Learn more in Set up rules to automate repetitive tasks.
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