Configure automatic closure for OMi incidents

Applies to User Roles: System Administrator

OMi incidents can be automatically closed after a predefined amount of time since they were last updated (or resolved if they have not been updated after being resolved).

The workflow is as follows:

1. An incident is opened from OMi.
2. If the Schedule Condition is met, the system creates a schedule record for the incident. The schedule record will expire at a future time based on the Calc Expression.
3. A user updates the incident and saves the changes.
4. The Reset alerts if expression on the Alerts tab of the probsummary object definition is evaluated. If it evaluates to true, the Expiration time of the schedule record is updated based on the Calc Expression. By default, the expiration time of the schedule record is updated only when the incident has a category of incident.
5. When the schedule record expires, the Alert Condition is evaluated. If it evaluates to true, the incident is automatically closed.

To enable automatic closure for OMi incidents:

1. Configure the global settings in the Incident Management Environment record.
   1. Click System Administration > Ongoing Maintenance > Environment Records > Incident Management Environment.
   2. Change the following settings as necessary.
      
      

      Field	Value
      Close Incident Automatically?	This option disables or enables the automatic closure of OMi incidents at the global level. If this option is not selected, no incidents will be automatically closed. If this option is selected, incidents will be automatically closed under specified conditions. Default: Not selected
      Closure Code	This value will be copied to the Closure Code field of incidents when they are automatically closed. Default: Automatically Closed
      Solution	This description will be appended to the end of the Solution field of incidents when they are automatically closed. Default: This incident which belongs to OMi has been closed automatically.

   3. lick Save.
   4. Restart the Service Manager server.

      Note If you have made any changes to any of the configuration options in the Incident Management Environment record, the Service Manager server must be restarted for the changes to take effect.

2. Configure the alert definition that determines when an incident should be closed.

   Note The alert and problem processes must be running to enable the successful closure of OMi incidents.

   1. Click Tailoring > Document Engine > Alerts.
   2. In the Alert Name field, enter: OMI Auto-Close.
   3. Click Search. The OMI Auto-Close alert definition detail form opens.

      Caution These fields in the alert definition are used to control automatic closure of OMi incidents. You can change the default values of these fields. However, you must be aware of the risk that automatic closure of OMi incidents will not work properly if the Schedule Condition and Alert Condition fields are not configured correctly.

      Field	Value
      Schedule Condition	This expression is used to determine if an incident should be scheduled for automatic closure. Default: jscall("SMOMi.isAutoCloseAndResolved"). An incident is scheduled for automatic closure when the following conditions are met. The Close Incident Automatically? option in the Incident Management Environment record is selected. In the incident record, the Do not close this incident automatically option is not selected. The incident has a status of Resolved.
      Alert Condition	This expression is evaluated when an incident is about to be automatically closed. If it evaluates to true, the incident is closed. Default: jscall("SMOMi.isAutoCloseEnabled"). An incident is closed when the following conditions are met. The Close Incident Automatically? option in the Incident Management Environment record is selected. In the incident record, the Do not close this incident automatically option is not selected.
      Calc Expression	This expression is used to determine how much time will elapse before an incident is automatically closed. Default: $L.alert.time=update.time in $L.file+'7 00:00:00'. The default value means the amount of time elapsed is equal to seven days since the incident was last updated.

3. Configure alert information in the probsummary object.

   The OMi autoclose alert definition is configured to only be used by OMi incidents. The closure time is reset each time the incident is updated. If the closure time is reached without the incident being updated then Service Manager will automatically close the incident.

   1. Click Tailoring > Document Engine > Objects.
   2. In the File name field, enter probsummary and press ENTER. The probsummary object definition is displayed.

   3. Select the Alerts tab.

      The Reset alerts if expression is used to reset the automatic closure time of OMi incidents.

      Default: category in $L.file="incident" and not null(1 in external.process.reference in $L.file).

Related topics

Incident Exchange (OMi - SM) integration

Mark an incident for automatic closure
Drill down to the OMi event details from an incident
Change the default assignment group for OMi incidents