---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure auto close resolved cases

# Configure auto close resolved cases {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the auto close resolved cases feature to automatically close cases in the
Resolved state if customers do not take any action.

## Before you begin

Role required: admin

## About this task

Enable this feature by activating the Auto Close Resolved Cases Flow Designer flow. You can also create a configuration that
enables both the system and agents to exclude cases from auto closure.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, click Get Started
3. In the Case Management category, view the list of tasks to configure the feature.  
   {#configure-auto-close-resolved-cases__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | Activate Auto Close Resolved Case Flow | Activate the Auto Close Resolved Cases Flow Designer Flow, which identifies cases in the Resolved state that are waiting for a customer response and takes the following actions: * Sends a reminder notification to the customer after 5 days with no response that the case is pending solution acceptance. * Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto closed. {#configure-auto-close-resolved-cases__ul_bm1_f22_3mb} |
   | Configure Business Rules for Auto Close Field | Configure the following business rules to enable or disable the Auto Close field on the Case form: * Mark for Auto Close * Clear Auto Close {#configure-auto-close-resolved-cases__ul_cpm_tf2_3mb} |
   | Configure Auto Close Flag | The Auto Close Resolved Cases Flow Designer flow uses the Auto Close flag to exclude cases from auto closure. This flag is hidden by default. To use this flag, configure the Case form to display the Auto Close field. |
   [Table 1. Auto Close Resolved Cases]

   {#configure-auto-close-resolved-cases__table_pz1_qqv_llb}
4. To perform a task, click Configure.  
   This button opens the page in your instance where the configuration is
   completed.
{#configure-auto-close-resolved-cases__steps_ckx_sxc_kjb}
**Related concepts**   

* [Automatically close customer service cases](https://servicenow-prod.fluidtopics.net/dpcaoPf6AjSRJ18dduonPA "Customer service cases in the Resolved state can be closed automatically if customers do not take any action.")

*[\>]: and then