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Auto Close Incidents after x Days

description

I have implemented the customer satisfaction survey using Service Manager and SharePoint.

What I would now like to do is refine the process for Incident Management so that incidents are set to resolved by the analyst and then they are automatically closed 5 days after being resolved.

I see this workflow running once a day (say midnight) or definable if poss.

this will then allow for the incidents to be auto closed and then the satisfaction survey email workflow can be triggered and send them a link to the survey.

Any other takers for this?

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comments

radtravis wrote Jan 27 at 8:28 PM

Survey solution details:
http://blogs.technet.com/servicemanager/archive/2009/12/08/incident-resolution-satisfaction-surveys-on-sharepoint.aspx

rrascher wrote Jan 27 at 7:33 PM

I'm interested in hearing about the customer satisfaction survey implementation. Can you post some details around your solution?

radtravis wrote Jun 23 2011 at 6:30 PM

This will be possible out of the box in SCSM 2012.

radtravis wrote Jul 8 2010 at 6:14 AM

This is a good feature request. In the meantime until we can implement this as part of this project, you can use the PowerShell cmdlets provided by Patrik Sundqvist to do exactly this.
http://blogs.technet.com/b/servicemanager/archive/2010/06/04/new-codeplex-project-service-manager-powershell-cmdlets.aspx

auswidecomp wrote May 26 2010 at 3:17 AM

This is deffinately something that I will need also. Would be a really handy feature as it gives enough time for users to call back saying something isn't fixed and also means that my staff don't have to go through and close jobs a week or so old.

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