What does the Service Desk Manager (SDM) Auto Close feature base the hours setting on?

Products

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

Issue/Introduction

You may be running with Auto Close Settings which specify the number of end-user business hours that have passed before automatic closure of resolved requests, incidents, problems, change orders, and/or issues.

What is the basis of the 'business hours'?

Environment

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

All Supported Operating Systems

Resolution

The hours are based on the out-of-the-box Workshift named "Regular". The description for this workshift is "Normal Business Hours".

Auto Close Settings and Workshifts can be viewed within the Administration tab.

To navigate to the corresponding lists, first open the Service Desk folder and, from under that, open the Application Data sub-folder. Then, for the list of Auto Close Settings, open the Codes subfolder (see Figure 1) and for the list of Workshifts, open the Workshift subfolder (see Figure 2). Click on "Regular" in the Workshift List to view the details, such as the Schedule (see Figure 3).

Additional Information

Note: The workshifts are stored in the Bop_Workshift MDB table and the Regular workshift has a persid of "wrkshft:4600".

Figure 1. Navigating to the Auto Close Settings List

Figure 2. Navigating to the Workshift List

Figure 3. Regular workshift