What's everyone doing to Close Work Items?
Sandy_Wood
Customer IT Monkey ✭
Curious how everyone is handling Closing Work Items? Manually? In Service Manager? Using the Cireson Auto Close App?
0
Best Answers
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Peter_Settle
Customer Advanced IT Monkey ✭✭✭
We use the Cireson Auto Close App as shown.
Best way to go really as it gives customers a time frame in order to re open issues\requests if needed.
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Konstantin_Slavin-Bo
Customer Ninja IT Monkey ✭✭✭✭
We have a script running on a scheduled task, which looks for resolved WIs, which are last modified at least 3 days ago, and then close them. The reason for our own script is such that we can exclude holidays and the like when auto-closing. And then we have a workflow, for when end users are updating a closed WI (through the Excahange Connector), so end users get an email stating their case is closed, and they need to create a new one.
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Peter_Settle
Customer Advanced IT Monkey ✭✭✭
Our emails go out advising users that the item has been resolved and they have the time specified to reopen the call.
They then do get a reminder email to advise the item has actually been closed.
I can see the value in using a script, but still prefer the Cireson App.
5
Answers
We use the Cireson Auto Close App as shown.
Best way to go really as it gives customers a time frame in order to re open issues\requests if needed.
Our emails go out advising users that the item has been resolved and they have the time specified to reopen the call.
They then do get a reminder email to advise the item has actually been closed.
I can see the value in using a script, but still prefer the Cireson App.