SR from 2013 will not be closed

Michael_SeidlMichael_Seidl Partner IT Monkey ✭

can anyone explain, why the marked SR is not closed by Autoclose?

the Setting is configured to 30 Days, when completed

And the Status of this SR is completed



Answers

  • Shane_WhiteShane_White Cireson Support Ninja IT Monkey ✭✭✭✭

    Hi @Michael_Seidl

    What version of AutoClose are you using?

    Does this Service Request have child activities? If so, are all the activities marked as completed?

    Thanks,

    Shane

  • Michael_SeidlMichael_Seidl Partner IT Monkey ✭

    Hi,

    we are using the latest Release, already checked this.

    the marked SR has one Child RB Activity, and this is Closed.

  • Michael_SeidlMichael_Seidl Partner IT Monkey ✭

    @Shane_White what is the concrete Query, you are using in this APP?

  • Shane_WhiteShane_White Cireson Support Ninja IT Monkey ✭✭✭✭

    Hi @Michael_Seidl

    The criteria is just if it is set to status of complete and has a completed date. Can you confirm in the logs if it is even processing this SR or missing it completely?

    Do you see any errors?

    Is it just this one SR that is the issue?

    Thanks,

    Shane

  • Michael_SeidlMichael_Seidl Partner IT Monkey ✭

    Hi,

    other SR would be processed, so it is working, but we have around 30.000 where are in Status completed, Last Modified and Completed Date is set and lower than 30 Days.

    No errors at all.

  • Shane_WhiteShane_White Cireson Support Ninja IT Monkey ✭✭✭✭

    Hi @Michael_Seidl

    That is bizarre! If you changed one of those SR's so that the Last Modified is more recent, does it then work?

    These 30,000, are they all really old SR's?

    Thanks.

    Shane

  • Michael_SeidlMichael_Seidl Partner IT Monkey ✭

    Hi,


    we have closed them with a PowerShell Script, cause customer was pushing the DW project.

  • Shane_WhiteShane_White Cireson Support Ninja IT Monkey ✭✭✭✭

    Hi @Michael_Seidl

    No worries, I would say if this happens again to raise a support ticket so we can look into it properly.

    Thanks,

    Shane

  • Michael_SeidlMichael_Seidl Partner IT Monkey ✭

    Hi,

    am I able to create a Ticket for a community app?

  • Steve_WrightSteve_Wright Cireson Support Advanced IT Monkey ✭✭✭

    Hi Michael,

    Community apps are not supported without a support and maintenance agreement in place. In this case, please reach out to the support team again if this happens and we'll look into it.

    Thanks,

    Steve

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