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Closing ServiceCalls by scheduler

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Slaviks_1
Frequent Contributor.

Closing ServiceCalls by scheduler

Hi,
I've a following question:
how to create a rule/action for auto closing Service Calls (to status "Closed"), where SC in "Completed" state for 3 days or longer.
6 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Closing ServiceCalls by scheduler

Hi there,

You can do this using a DB rule:

When SC is created or modified
Conditions:
Status=completed*
Status not equal to Closed 3 scheduled 3 days after Registration;Modifed, only execute once
Action: update data;status set to closed

Hope this helps

Ruth
http://www.teamultra.net
Slaviks_1
Frequent Contributor.

Re: Closing ServiceCalls by scheduler

Thank you Ruth,
but i have badly localized version and some fields and functions are hard to translate.

what I have:

When SC is created or modified
where
not status (*) equals Closed, scheduled 3 days after Registration; Modified
AND
status (*) equals Completed

Action update, status set to closed

Can I use this rule for old SC?
Ruth Porter
Acclaimed Contributor.

Re: Closing ServiceCalls by scheduler

Hi there,

I think you rule is OK but also select the "only execute once" box (see attached).

I am not sure what you mean by "Can I use this rule for old SC?". It shoudl work for any calls set to completed status from now onwards but existing calls already at Completed before you define the rule will need to closed by hand (e.g. using update all)

Hope this helps

Ruth
http://www.teamultra.net
Slaviks_1
Frequent Contributor.

Re: Closing ServiceCalls by scheduler

ok, thank you.
I'll be waiting status change for new SC.

By the way - do you know, how to make cyclic action (reminder): send e-mail to operator every hour for registred SC, but not assigned to specialist?
Ruth Porter
Acclaimed Contributor.

Re: Closing ServiceCalls by scheduler

Hi there,

It would be best if log a separate posting for this other query so that other people can see from the subject what you want help about.

Regards

Ruth

PS some points would be nice if an answer has helped
http://www.teamultra.net
Slaviks_1
Frequent Contributor.

Re: Closing ServiceCalls by scheduler

Hi there,

You can do this using a DB rule:

When SC is created or modified
Conditions:
Status=completed*
Status not equal to Closed 3 scheduled 3 days after Registration;Modifed, only execute once
Action: update data;status set to closed

Hope this helps

Ruth