You can configure the case management settings for auto-closure
of cases, reuse of Case ID, and auto-resolve actions for cases in
Ignite (WEB).
To configure case management settings
- Click YourSite
> Site.
- Click Case Management tab.
- Enter the required details :
- Number of Days Before
Automatically Resolving Cases Waiting For Customer Input - Setting
to specify the number of days before a case with a "Waiting for
customer" state is auto-resolved. Default value is 14.
- Number of Days Before Automatically Closing Resolved Cases -
Setting to specify the number of days before a case with a "Resolved"
state is auto-closed. Default value is 7.
- Maximum Number Of Days To Search Back When Looking For An
Open Case that can be Reused - Setting that specifies the maximum number
of days that can elapse after which the Case ID will not be reused.
Default value is 3. That is if the value set is 3 and a customer
contacts after 4 days after the last case was modified, a new case
will be created, otherwise as long as the previous case was not
closed it will be reused. Also, if multiple cases are found in the
system, the Case ID of the last modified case will be reused.
Note: The
Case ID reuse is not applicable for Inbound email interactions.
- Click Save.