Incidents and Service Requests not closing

Kathy_Hust

Not all incidents and service requests are auto closing.  It will close a few but the majority are still left not closed.

Running on SCSM 2016 with auto close 7.5.2016.30.
Auto close has been uninstalled and reinstalled. verified the zip file was unblocked before installing.

Not getting any errors and no log file are being written. 

Has anyone else experienced this issue?

Appreciate any and all assistance. 

Brian_Wiest

Auto close runs off the Resolved/Completed dates in the work items. I have run into some similar issues were workflows are finishing items but not applying a value for those fields. Thus Auto close never marks the complete. This is also true for other analyst options (IE Cancel) that will not set the date. Review the ones not auto closing an I expect you are running into something similar. I had to create RunBooks that run daily as a work item clean up script to manage these outliers. 

Brian_Wiest

Auto close runs off the Resolved/Completed dates in the work items. I have run into some similar issues were workflows are finishing items but not applying a value for those fields. Thus Auto close never marks the complete. This is also true for other analyst options (IE Cancel) that will not set the date. Review the ones not auto closing an I expect you are running into something similar. I had to create RunBooks that run daily as a work item clean up script to manage these outliers. 

Kathy_Hust

Thank you @Brian_Wiest that was my issue and I inserted coding in my custom.js to add the resolved date and resolved by user.