Advisor
Re: Interactions Autoclose after 72 hours in resolved status

Jacob,

 

thanks for your reply.

 

I m afraid your explanation is a bit out dated .. As the new SM 9.32 with the process designer doesn't have the OPEN OPEN IDLE OPEN LINKED .. etc , you have to read about the new workflow for Service Desk which provides new set of statuses including resolved and the front liners or the first line can now assign tickets within the first line and close it without even having to escalate it.

 

Download the 9.32 process BP its 435 pages and update all the SM concepts that you have.