Learn how to succeed in your role as a service desk agent.
Auto-close resolved service requests
The IT service desk template includes an extra service level agreement (SLA) and automation rule. 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 - Time to close after resolution
The SLA called Time to close after resolution starts a clock when the resolution field of a service request 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 by selecting
Project settings ()> SLAs.
Learn more about SLAs in Create service level agreements (SLAs) to manage goals.
Automation rule - Auto-close after being resolved for 3 business days
Your IT service desk includes an automation rule that auto-closes requests after they have been resolved for three business days. This rule transitions a service request from Resolved to Closed when the above SLA is breached.
You can disable or edit this rule by selecting Project settings () > Automation.
Learn more about automation in Set up rules to automate repetitive tasks.
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