Service Manager allows you to set the status of a work item from active to resolved for an incident (or in progress to completed for other work items). However, if you want to automatically change the status of these work items to closed after a certain number of days, you have to modify and import scripts through XML. Who wants to do that? Turbo Charge Auto Close w/Free SCSM apps by Cireson solves this challenge!
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The Auto Close app takes the headache out of automating the closure of a work item. This app provides an intuitive interface to configure an incident, problem, change, release, and service request to automatically close on a specified day and time. For example, you can set Incident Records to Closed status after 5 days of uninterrupted Resolved status.
With the introduction of this app to your System Center Service Manager implementation, you no longer have to waste time on managing specific customizations for each work item class. This helps enable more accurate reporting of Work Items for managers and helps facilitate ITIL-based Work Item accountability policies.
How this helps your team:
- SCSM Admins: No need to create workflows or automation to accomplish this for each Work Item class.
- SCSM Analysts: No need to monitor their Resolved or Completed Work Items for a determined time span before manually setting the Work Item status to Closed if there has been no objection from the Affected User.
Auto Close Features
- Set and control each work item’s days for closure after resolution
- No need to mess with XML to configure workflows
- Easy user interface
- Ability to control release records
Installation
- Import CiresonAutoCloseWorkflows.xml.
This Management Pack contains the workflows.
The workflows are all disabled so nothing will run for now.
- Import CiresonAutoCloseSettings.mpb.
This Management Contains the settings, admin task and language strings.
- Copy CiresonAutoCloseWorkflows.dll to SCSM 2012 installation folder on workflow server.
For example, to "C:\Program Files\Microsoft System Center 2012\Service Manager".
- Configure settings via "Administration\Cireson - Auto Close Work Items Settings".
See "Notes" for further information.
Notes
Each class has a date that is compared to the numbers of days configured for that class. The dates that are checked are:
- Incident - ResolvedDate
- Problem - ResolvedDate
- Change Request - LastModified
- Service Request - CompletedDate
- Release Record - Last Modified
Set a valid time for each workflow to run. Tick or untick to enable or disable each workflow.
Each class is closed based on the date and time "now" minus the configured number of days.
If this value is greater than the above date, the work item is closed.
If you set a value for days to 0 you will be asked for confirmation. Setting days to 0 for a class disables all date checking.
For example, for incidents, ALL currently resolved Incidents will be closed when the workflow runs, if days=0 for Incidents.
If any settings for time or workflow status are changed, there will be a pause before the console responds after clicking OK.
This is quite normal, SCSM is updating the Workflows and Schedules with the new settings.
The more workflow settings that you change, the longer this pause will be.
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