Setting the Incident Resolution Timeout
After an incident is resolved, it appears in the affected user’s task list for verification. If the user does not respond within the specified number of days, the incident’s status is changed from Resolved to Closed.
You can set the incident resolution timeout. By default, the incident resolution timeout is set to three days.
- To set the incident resolution timeout
- In the Process Manager portal, clickAdmin > Data > Application Properties.
- On theApplication Propertiespage, in theApplication Properties Profilesection, clickServiceDeskSettings.
- In theServiceDeskSettingssection, click theActionsymbol (orange lightning) and then clickEdit Values.
- In theCategory: Incident Managementsection, in theIncidentResolutionTimeoutInDaysfield, type the number of days to wait before closing the incident.
- One day equals 24 hours.
- Type 0 for immediate closure.
- Scroll to the bottom of the page and clickSave.