Auto Close is not cancelled after a ticket re-open

Products

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

Issue/Introduction

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?

Environment

Release : 17.3 RU21

Cause

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: 

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

Resolution

This issue is solved in 17.3 RU22.

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/installing/Installing-CA-Service-Management-17-3-0-22.html