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When does an incident close if I update a Waiting incident?
Answer ID 2021   |   Last Review Date 11/14/2018

When will an incident be changed to the solved status if it has been updated after being set to Waiting?

Environment:

Incident Statuses, Agedatabase
Oracle Service Cloud, All versions

Issue:

We have an incident set to a Waiting status. It was then updated, but still left in the Waiting status. We would like to know when this example will be changed to the solved status.

Resolution:

When an incident is assigned to a waiting status type, the time is calculated for the agedatabase utility to automatically set the incident to Solved based on the CI_HOURS and CI_WAITING_CALC_DAYS configuration settings. The time for setting the incident to solved does not get recalculated if you update an incident or send a response if you leave the incident in the waiting status.

However, if the status of the incident is changed from a waiting status type to an unresolved status type, the time for setting the incident to solved is cleared.

Therefore, if you update an incident that is already set to a waiting status, but you would like the close date for the incident to be based on your update, you need to save the incident in an unresolved state and then set the incident to a waiting state.

For additional details on the settings mentioned, refer to Answer ID 263: Setting how long incidents remain as waiting before being closed.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on incident statuses, refer to the 'Add or edit an incident status' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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