BMC Helix Service Request Management: Service Request Auto Closure Query

Knowledge Article

BMC Helix Service Request Management: Service Request Auto Closure Query
Service Request Auto Closure Query
BMC Service Request Management
BMC Service Request Management
All Versions
BMC Service Request Management
BMC Service Request Management
All Versions
Service Request are automatically closed approximately 15-16 days after the associated incident record is closed.
Trying to understand how this works, where it is configured and whether or not it can be changed.

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

- It is configured in SRM:REQ:AutoClose escalation

- Configure the qualification for one day like below:

('Completion Date' < ($TIMESTAMP$ - "31/01/1970 01:00:00")) AND ('Status' = "Completed")
Or in EPOCH Time as following example set to 3 days (259200)


('Completion Date' < ($TIMESTAMP$ - 259200)) AND ('Status' = "Completed")

- Please refer to the below link for epoch convertion:

https://www.epochconverter.com/

Even after performing the time closure change, it could be possible to have some hours of difference to apply the closure.


This is expected due to the "SRM:REQ:AutoClose" escalation being executed at some specific time of the day.
To adjust too specific is needed to enable the "escalation.log" and check the specific time of "SRM:REQ:AutoClose" execution.
BMC Service Request Management
BMC Service Request Management
All Versions
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