• Products
  • Get started
  • Documentation
  • Resources

Auto-close resolved requests

The IT service management template includes an extra service level agreement (SLA) and automation rule. Together, these automatically close 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 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 project by selecting
Project settings > SLAs.

Learn more about creating service level agreements (SLAs) to manage goals.

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

Your IT service project 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 > Legacy automation.

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

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Last modified on Oct 20, 2021
Cached at 9:03 PM on Oct 23, 2021 |

Additional Help