How to close the ticket automatically after a certain amount of time using a business rule in Track-It! 20.xx

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2020 R1


    APPLIES TO:

    All 20.x versions



    QUESTION:

    How to close the ticket automatically using a business rule.


    ANSWER:

    1. Set the rule to activate on any New or Updated ticket and set 2 conditions:
    Status Has Changed AND
    Status = Resolved

    https://communities.bmc.com/servlet/JiveServlet/downloadImage/638642/pastedImage_11.png



    2. Set the Action to Update Record - Update Ticket Values, click the Select/Edit fields button and enter 2 fields, TicketID = {Ticket.TicketID} AND Status = Closed
    https://communities.bmc.com/servlet/JiveServlet/downloadImage/638748/pastedImage_12.png



    3. Then under Define Actions Schedule, select At a later time, select After, select {CurrentDateTime} from the drop down and then select a Time Zone. Note I entered 24 hours as my time to delay because of work schedules. If I didnt use work schedules, I could put 72 hours in there for 3 days.
    That should do it. 


    Article Number:

    000189001


    Article Type:

    FAQ/Procedural



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