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Claudine Richardson
Hi Suraj Udupi,
Thank you for submitting this request — it’s really helpful. To make sure we understand exactly what you’re looking for with an “auto-complete on timeout” option, could you clarify a few points:
1) What should define the “timeout” (for example: no activity for a set period, passing a due date/SLA, or an estimated effort timer expiring)?
2) Which tickets should this apply to (all tickets, only certain categories/tiers/service lines, or only tickets in specific statuses)?
3) When the timeout is reached, what should happen (e.g. move to a particular status, add a note/reason, notify specific users, or require any final checks before completing)?
Thanks again for taking the time to share this — once we have a bit more detail, we can review it properly.
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Suraj Udupi
Hi Claudine Richardson, below is the response for each point.
1) Timeout should be defined on Passing a Due Date
2) We should be able to define by categories and its due date. Not applicable to all categories.
3) Upon timeout system should complete the workitem marking reason as “timeout”