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TDX ticket automatic closure clarified

December 3, 2021

This article was originally published in the December 3, 2021 IT Weekly.

The most recent TeamDynamix release introduces the functionality to automatically close resolved tickets after a set window of time. Enabling this for OHIO IT requires significant configuration and is a priority for 2022. Until the configuration is complete, the frequently asked questions regarding workflow have been updated to provide additional guidance on resolving and closing tickets. 

The most important clarification is that only tickets that have been escalated and resolved using established workflow will close automatically at this time. If a resolved ticket remains open after seven days, it means the workflow has been removed or was not followed, and the primary assignee must manually close the ticket. 

To view related screenshots and the full text of each FAQ, follow the links below: 

When should I use the Resolved status, and what happens to those tickets?

What should I do if a ticket remains in Resolved for longer than seven days?

Why didn't my resolved ticket close automatically?

How can I tell if a workflow has been removed?

When should tickets with no customer response be resolved?