Service Desk Practitioners Forum

Change of Functionality in incident ticket

Abhishek Srivas
Outstanding Contributor.

Change of Functionality in incident ticket

I have a requirement for change of functionality of the Incident ticket.

1) Dont allow the user to close the ticket while ticket is in open status.

2)Allow closure only when the ticket is in resolved status.

3)Once the ticket is resolved it has to auto close in X days.

4)If the ticket is reopened within "X" days and resolved, the ticket has to close in " last resolution date + X days"

If anyone can tell even a part of this requirement it would be great.

Thanks in Advance
Abhishek Srivastava