We've been having discussions around the office here about
clients-who-do-not-respond and what to do about it. Basically you've got
some simple options out of the box which works in most
cases.
Pending-reminder .. notify the agent that the customer
hasnt gotten back to us, and that perhaps they should phone them up (if its
important to get a response).
Pending-autoclose ... this is what you basically
want. Set the pending-autoclose date to next week, and you're done.
My only question is how to set the default autoclose date to
7-days-from-now.
Close the ticket ... I tested this, and if you close the
ticket, and the customer replies, it re-opens. Just close it and
forget about it.
My opinion is that if its good enough
to forget-about-it 7 days from now, its good enough to
forget-about-it-right-now, so let the ticket system deal with re-opening the
ticket if the customer does actually respond within 7 days (or 7
months).
Those are my two cents.
Jeff, i not find a way :-(
i do some graphs and stats with php,
and now, i wish do this "feature" (close old tickets) out of the box.
In
this days, i public my php's for create stats of response and other things.
Take a look of my blog (in spanish and portuguese: http://gazambuja.ideas3.com)
Thanks.
On 8/23/07, Jeff Shepherd
<jeffs@tolisgroup.com>
wrote:
Well,
being that there has been no response I guess that the
GenericAgent can't
do this.
Have you been able to find a way
Gustavo?
-Jeff
Gustavo Azambuja wrote:
> how???
> in
the generic agent it is not possible to be defined whichever days
> will
have to happen without answer before closing ticket
>
>
> On
7/13/07, *Maurice James Ny* <maurice.james@verizon.net
>
<mailto:
maurice.james@verizon.net>>
wrote:
>
> The generic agent can do
this
>
> -----Original
Message-----
> From: otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org>
>
[mailto:otrs-bounces@otrs.org
<mailto:otrs-bounces@otrs.org
>] On
> Behalf Of
Jeff
> Shepherd
>
Sent: Thursday, July 12, 2007 10:03 PM
> To:
User questions and discussions about OTRS.org
>
Subject: Re: [otrs] Auto Close old tickets
>
> I've actually been curious about this
feature/ability in the past.
> Is this possible
with OTRS? I've been doing it manually for the
past
> six
months.
>
> -Jeff
>
>
> On Jul 12, 2007, at 1:33 PM,
Gustavo Azambuja wrote:
>
> > Hi, we
have lot of much tickets in state open, i want close
all
> > tickets without response of my
clients in last week.
> > With Generic Agent
i dont do this, this is correct?
> > How i do
this?
> >
>
>
> >
> >
--
> >
Saludos,
> > Gustavo Azambuja
> > Linux User:
275813
> > http://gazambuja.ideas3.com
>
>
> >
-----------------------------
> > Este
mensaje no contiene virus, porque ha sido creado con Linux,
> > utilizando Software Libre y
auditable.
> > This message doesn't contain
viruses, because it has been created
> > with
Linux, using auditable Free Software.
> > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
>
> -----------------------------
> >
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--
> Saludos,
> Gustavo Azambuja
> Linux User:
275813
> http://gazambuja.ideas3.com
>
>
-----------------------------
> Este mensaje no contiene virus, porque
ha sido creado con Linux,
> utilizando Software Libre y
auditable.
> This message doesn't contain viruses, because it has been
created with
> Linux, using auditable Free Software.
> http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
>
-----------------------------
>
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Saludos,
Gustavo Azambuja
Linux User: 275813
http://gazambuja.ideas3.com
-----------------------------
Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando
Software Libre y auditable.
This message doesn't contain viruses, because it
has been created with Linux, using auditable Free Software.
http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
-----------------------------