You noticed that your incidents are closed automatically after 14 days.
SAP Business ByDesign
SAP Cloud for Customer
This is expected behavior, since the latest Release 2002, the logic of incident auto-closure has changed, all incidents with status “In Process” without update on the customer side will be automatically completed after 14 days.
A notification will be sent at day 7 and the incident will be completed 7 days later if no action is taken.
This does not affect incidents sent to SAP.
This is the expected system behavior.
Automatic Closure; Incident; Status; Completed; Confirmed , KBA , AP-SSR-SSR , SAP Support Request , How To