Is the Service Desk Manager (SDM) Auto Close feature configurable with different statuses other than Resolved or with custom statuses?

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Is Auto Close configurable with different statuses or a custom status other than Resolved? 

Environment

Service Desk Manager 12.x, 14.1 and 17.x

All Supported Operating Systems

Resolution

SDM has an Auto close feature when a ticket set to resolved status. It would auto close the ticket after certain hours/days depending on the setting configured.

This is based on the value of the 'Resolved Date' field for the SDM ticket, meaning the ticket must be in Resolved Status.

 

Auto Close does not trigger if the ticket is in any other status than RESOVLED and cannot use a custom status.

Additional Information

For additional information, refer to documentation on Automatic Closure of Tickets:  

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/establishing-support-structure/automatic-closure-of-tickets.html