TechConnect Ticket Auto-Resolve Feature Launching February 13

If you manage ticket queues or tickets using TechConnect in ServiceNow, this new functionality impacts you! 

Starting February 13, Tufts Technology Services (TTS) will introduce an auto-resolve feature to streamline ticket management in TechConnect. This update will automatically resolve tickets one year after their last update, helping to keep the system current and efficient.

How It Works

Auto-Resolve Timing: Tickets will automatically resolve one year after the last update unless action is taken.

Exemptions:

• Priority Exemption: Tickets set to “P5 - Planning” will not auto-resolve. This is recommended for long-term or project-related tickets.

• A/V Events: All event-related tickets will be exempt.

Notifications: The person assigned to the ticket and the manager of the queue will receive an email 7 days before their ticket is set to auto-resolve.

Need to Keep a Ticket Open?

Any action on the ticket will reset the one year timer and prevent automatic resolution. If a ticket needs to remain open indefinitely, update the priority to “P5 - Planning” before the auto-resolve occurs.

This update will help improve system efficiency while ensuring critical long-term tickets remain active.