{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":5633,"path":"customer-service-management/auto-close-customer-service-case.md","title":"Automatically close customer service cases","bundle":null,"doc_type":null,"release":"australia","body":"\n# Automatically close customer service cases\n\nCustomer service cases in the **Resolved** state can be closed automatically if customers don’t act.\n\nThis feature uses the **Auto Close Resolved Cases** Flow Designer flow.\n\n**Note:** This flow isn’t active by default.\n\nThe **Auto Close Resolved Cases** Flow Designer Flow identifies cases in the **Resolved** state that are waiting for a customer response and takes the following actions:\n\n-   Sends a reminder notification to the customer after five days with no response that the case is pending solution acceptance.\n-   Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto-closed.\n\nThe notifications are added to the **Additional comments** field on the Case form.\n\nThe administrator can enable the **Auto Close Resolved Cases** flow and configure the timing of the reminder notifications. The default settings include two notifications that are sent at 5 days and 10 days after a case has been resolved. The administrator can also create additional notifications to the flow.\n\nThe administrator can also create a configuration that enables both the system and agents to exclude cases from auto-closure.\n\n## Using the Auto Close field on the Case form\n\nCustomer service agents can use the **Auto Close** field on the Case form to exclude cases from auto-closure. This field is hidden by default. To use this field, configure the Case form to display the **Auto Close** field.\n\n## Configuring business rules for auto closure\n\nThe administrator can configure business rules to enable or disable the **Auto Close** field on the Case form.\n\n<table id=\"table_rm5_g5p_zhb\"><thead><tr><th>\n\nBusiness rule\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nMark for Auto Close\n\n</td><td>\n\nUse this business rule to configure when the system sets the **Auto Close** field to true. The default configuration is as follows:-   The case status is Resolved.\n-   The **Needs attention** field on the Case form is false.\n-   The case isn’t escalated.\n-   The account isn’t escalated.\n\n</td></tr><tr><td>\n\nClear Auto Close\n\n</td><td>\n\nUse this business rule to configure when the system automatically sets the **Auto Close** field to false. By default, the case status returns to **Open** if the solution is rejected.\n\n</td></tr></tbody>\n</table>**Related topics**  \n\n\n[Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/flow-designer.md)\n\n"}}