We have configured an auto closure of resolved incidents after 72 hours, now if a user reopens the incident before 72 hours the closure still runs after 72 hours so it closes that reopened ticket. Is this expected behavior?
Release : 17.3 RU21
This is not expected behavior since our documentation states the following:
If the status is changed before the configurable number of hours ends, the ticket closure is canceled.
Reference:
This issue is solved in 17.3 RU22.