Why It Matters
Automatically closing out stale, inactive tickets keeps your active queue uncluttered and ensures your helpdesk metrics aren’t skewed by forgotten requests that require no further action.
How to Set It Up
- Access Global Settings: Ensure you are logged into the AssetSonar ITAM side of your account, as these global helpdesk configurations are managed there. From the dashboard, navigate to Settings → ITSM and scroll down to locate the Auto Close Tickets section.
- Configure Solved Tickets: You will see two distinct configuration areas. Select whether you want Solved Tickets to close Never, Immediately, or After at least a specific number of Hour(s) or Day(s).
- Configure Open Tickets: You can set a similar time threshold for stale Open Tickets to ensure completely abandoned requests are eventually cleared out.
- Save and Apply: Click Update to save your changes. The system will now routinely sweep the database and automatically close tickets based on your exact thresholds without requiring any manual agent intervention.
Next Steps
Resolve a test ticket and wait for your configured Hour or Day threshold to pass to verify that the system automatically changes its status to closed, officially locking it from further edits.
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