In addition to setting the request type to auto cloase after X days check what you have the option called "Client updates sets status to" set to. If a user does not click yes but adds a not the ticket may be going to another status.
What version of WHD are you running? Are you sending surveys to your clients? There is a bug in 12.5.1 that prevents the resolved ticket timer from starting when a request type is associated with a survey. There is a discussion going on about this RESOLVED having issues after upgrading to 12.5.1
We are anxiously awaiting a hot fix from Solar Winds !
Thanks for this,
Yes we are using 12.5.1 I've read through the other post and it looks like the same issue as we do associate the survey with the ticket types.
Thanks for the quick reply sorry I missed the original post. I'll post there from now on.
Hopefully a hot fix will be incoming soon.