Rancher Support will always seek the customer's approval to ensure an issue has been resolved before closing a ticket. The only exception to this rule is when Rancher Support is awaiting customer reply and there has been customer inactivity despite automated reminders. In this case, the BBS automation solves the ticket. Refer How does Rancher Support handle inactivity on my side or latency in my responses on tickets?. But even here, customer has the opportunity to reopen the case within 4 business days or create a follow-up ticket, if that is more appropriate.