Auto-close incidents after they are resolved
The IT service space 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 the SLAs page in Space settings.
Automation rule: Auto-close after being resolved for 3 business days
The IT service space includes a legacy 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 space from the Legacy automation page in Space settings.
Learn more about setting up rules to automate repetitive tasks with legacy automation.
This page applies to company-managed spaces only.
Read about the difference between company-managed and team-managed spaces.
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