agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ?
Yes, that's what it's meant for:
pending autoclose+ => ticket autoclose with state "closed successful"
pending autoclose- => ticket autoclose with state "closed unsuccessful"
Bye,
Gabriele
----- Original Message -----
From: "Mike Lykov"
Hi all.
By default, OTRS create states like new/open/closed, its needed in process (although about difference between new and open I not guess straight away)
Also it create states pending autoclose+ pending autoclose-
how it work? what difference between this?
Can the system work with scheme like this:
agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ?
this scheme must be "by-default" without any agent actions.
Or better use genericagent functionality?
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