Dear friends, I am looking at what would be the best way to Auto Close inactive support Cases (Sugar Sell Advance (cloud) 13.2, soon to be 13.3) Our support guys are busy and regulary end up with 100's of 'Assigned' cases. Going back and closing them out in one hit is time consuming, and then has the knock on effect of seeming to wake the customer up when they get our CSAT survey and say 'Oy, its not closed yet' I have process definition that can do it easily upon first glance... but the more I look at that route themore nuance I find. Scared of running a process for EVERY case. How to stop the process and start a new one? Scared of stopping and starting a process for EVERY Case Edit Looked at business rule, but not sure. Looked at data archiver... but sadly that can't do something like tick a tick box (if it could I could that to trigger the process def) and on and on... the deeper I get = more concerns for what I initially thought would be 'easy'... So, I wondered what you guys have done? What is the best practice for such a thing. I am now thinking to use a custom job triggered using Scheduler. Run that during the least active time, daily. That can check the last modified date, if < (older) than10 days... close it. Close it meaning to trigger my process definition, which triggers an email too, and updates a few other fields in the record. So the custom Job could tick an 'auto-close' checkbox to run the process... Would love to know what you experts think? Am I on track, or way off it ??? Thanks again everyone. Luke.

Best Practice to Auto Close Inactive Cases

Dear friends,

I am looking at what would be the best way to Auto Close inactive support Cases (Sugar Sell Advance (cloud) 13.2, soon to be 13.3)
Our support guys are busy and regulary end up with 100's of 'Assigned' cases. Going back and closing them out in one hit is time consuming, and then has the knock on effect of seeming to wake the customer up when they get our CSAT survey and say 'Oy, its not closed yet'

I have process definition that can do it easily upon first glance... but the more I look at that route themore nuance I find.

Scared of running a process for EVERY case.
How to stop the process and start a new one?
Scared of stopping and starting a process for EVERY Case Edit
Looked at business rule, but not sure.
Looked at data archiver... but sadly that can't do something like tick a tick box (if it could I could that to trigger the process def)
and on and on... the deeper I get = more concerns for what I initially thought would be 'easy'...

So, I wondered what you guys have done? What is the best practice for such a thing.

I am now thinking to use a custom job triggered using Scheduler.
Run that during the least active time, daily.
That can check the last modified date, if < (older) than10 days... close it. Close it meaning to trigger my process definition, which triggers an email too, and updates a few other fields in the record.

So the custom Job could tick an 'auto-close' checkbox to run the process...

Would love to know what you experts think?
Am I on track, or way off it ???

Thanks again everyone.
Luke.

0 Francesca Shiekh 1 month ago

We have a status of: Pending Customer Confirmation and a nightly scheduler that Closes the case with closed reason "Unconfirmed Resolved" if the status is "Pending Customer Confirmation" and the last modified date is more than x-days ago.

We also have a logic hook that reopens a Case if an email comes in on that case and notifies the assigned user that it was reopened.
So if the customer eventually does respond the assigned user knows about it.

Francesca
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