Closed Events, Stop Re-open After x Days

24r2 includes automatic resolved → close rules . Could you use this to close incidents after 3 weeks and removed the permission to re-open closed (but not resolved) incidents from your users?

Pre 24r2 the Action Processor or ETM is often used to implement this sort of ‘close after x days’ type of function.

Thank you for this.  We’re currently at v11.7.4 and will be moving to v11.8.3 in a couple of weeks.  We’re months away from going to 24R2 so I’ll have to look at the AP or ETM route.

The 24R2 change, though, looks like it’s an auto-closure after a pending closure action.  We’ve not an issue with that but the re-opening after closure.  I will, though, look more closely at it when we in a position to move that version in test.

What you could do is give your professional users a “request reopen” action. 

You can trigger an ETM channel via the AP in a similar fashion to this: 

You will need to add this code above the “set_of_rules” within your ActionProcessorRulesConfig:

strETM = [[PowerShell -NoProfile -ExecutionPolicy Bypass -Command "& ']] .. AXIOS_BASE .. [[\Software\ETMImportTool\importtool.ps1'"  -verbose -url ]] .. ETMUrl .. [[ -username ]] ..  ETMUser .. [[ -password ]] .. ETMPwd .. [[ -simpleResult true -channel ]]

and this into your base_config:

ETMUrl = "<<YOUR REST URL>>/assystETM/REST/"
ETMUser = "<<REST USER>>"
ETMPwd = [[<<REST PASSWORD>>]]

Rule to trigger:

    {
        [[ <<RULE NAME>> ]],
        [[ ACT_TYPE_SC == "<<Action Shortcode>>"]],
        strETM .. "'<<Channel name>> $EVENT_ID", 
        "stop"
    },

Now you can use the ETM to search for the event by its ID, and by using the “resolutionActual” time (in format of epoch) you can work out if this was over X weeks ago. Then if so, run a datamapper that takes a “reopen” action that is available only to an automation account and if it is over X weeks, then to not take that action. 

Alternatively - you could have it re-raise the ticket if it is over X weeks, if that is something you would consider. 

Bit of a convoluted route, but should work. 

Kevin’s cunning plan could be implemented more neatly (IMHO) in a pure ETM solution with a Channel triggered by an appropriate Destination. That would avoid the need for the AP.