Creating an Auto-Close Warning Notification

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

We have currently configured Service Desk so that the ticket will auto-close four days after the status is set to "Resolved."  We would like to have a notification email go out two days before closure warning the recipient that the ticket is scheduled for auto-close.  Is this possible?

Environment

Service Desk Manager v17.3 and up

Resolution

1. Create a new "Multiple Notifications" macro configured with the message template and people to notify that the ticket will close soon.
2. Create a new event for your auto-close warning. 
   1. On the Condition Information tab
      1. Set the delay time to reflect how long after the ticket is resolved before sending the message
      2. Set the Condition to "Req Status = Resolved"
   2. On the Action Information tab 
      1. Click "Update Actions on True"
      2. On the Macro Search page, set the type to "Multiple Notification" and search
      3. Select the macro you created in step 1.