Auto-close incidents after they are resolved

The IT service space template includes an extra service level agreement (SLA) and automation flow. 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 flow: Auto-close after being resolved for 3 business days

The IT service space includes a legacy automation flow called Auto-close after being resolved for 3 business days. This flow transitions an incident from Resolved to Closed when the above SLA is breached.

You can disable or fine tune the flow in your service space from the Legacy automation page in Space settings.

Learn more about setting up flows to automate repetitive tasks with legacy automation.