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Setting how long incidents remain as waiting before being closed
Answer ID 263   |   Last Review Date 07/22/2019

How do I change how long an incident remains in the waiting status before being closed by Oracle Service Cloud?

Environment:

Incident Statuses, Agedatabase
Oracle Service Cloud

Resolution:

The CI_HOURS configuration setting specifies how many hours an incident is set to a Waiting status type, and remains in that status before the agedatabase utility closes it.

Set this value to 0 to prevent agedatabase from closing incidents. The number of hours is not based on the work hours setting; the number of hours is based on a standard 24-hour day. By default, this setting is set to 48 hours (2 days).


However, the CI_WAITING_CALC_DAYS configuration setting also affects when an incident set to a Waiting status type can be set to Solved. The CI_WAITING_CALC_DAYS configuration setting defines the days that agedatabase will include when calculating how long an incident has been in the Waiting state.

The format is "SuMTuWThFSa". If left blank, agedatabase will include all days. If you wish to include only Mondays through Fridays as days that count towards the waiting period, you can set this setting to be MTuWThF.

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

After editing the Value field, click Update. If necessary, click another setting, edit the Value field and click Update. When finished editing, click Commit and Exit to register your changes.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.


When an incident has been in Waiting for longer than the amount of time specified in CI_HOURS, agedatabase will close the incident -- as long as it is within the value of the CI_WAITING_CALC_DAYS setting. Since agedatabase only runs once a day (usually in the middle of the night), incidents set to Waiting can only be closed once per 24-hour period. For this reason, you may notice that incidents are actually closed AFTER the number of hours specified in the CI_HOURS configuration setting.

In addition, agedatabase does not send the closed notification email if the last update time is more than 4 times the value of the CI_HOURS setting.  This is to prevent sending an email for incidents that are significantly old. 

As a result, the CI_HOURS setting should not be set to a value that is less than 1/4 the frequency that agedatabase runs. For example, if agedatabase runs once per day, it is best to set the CI_HOURS setting to a value greater than or equal to 6 hours.

For more information, refer to Answer ID 2021: When does an incident close if I update a Waiting incident?

For additional information, 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.