How do the incident age-out rules work in CEM?

Document ID : KB000069255
Last Modified Date : 13/03/2018
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 This describes the incident age-out rules in CEM.

 How do the incident age-out rules work in CEM?
 Introscope from 9.1x to 10.x
Suppose you set the age out incident rule to 1440 minutes (which is one day; 60 * 24 = 1440) since the last defect was received. You expect the incident will automatically close after 24 hours after the last defect was received. However, you notice incidents are still open even after 24 hours have passed.

 Incident age-out rules only work for the incidents in Pending status.

  Pending incidents are defect events that have occurred, but have not reached the impact threshold and are therefore not yet reported as incidents in CEM. Once an incident reaches Open status, that incident will never automatically age out. You must manually close incidents in Open status.

 You can adjust this by configuring how long an incident can be in Pending status by changing the Impact Settings. When the Business Impact reaches the Moderate level, the incident changes to Open status.