Thank you Justin, I will give this a go and let you know how I got on.

Thanks for your help.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of J N
Sent: 05 February 2010 15:53
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Best way to close tickets automatically

Marreta,

You can still use the Pending Auto Close with a status named "Awaiting Response".

Follow these steps:

Admin->Status->Add

Name the status "Awaiting Response".

Change the state type to "pending auto".

Add a comment if you desire.

Click on Submit.

Now, when you are viewing the ticket, click on Pending underneath the TicketZoom header, add whatever notes you desire, and change the "Next State" to "Awaiting Response". Then, set a date and time that the ticket should be autoclosed if no response is received. If the customer responds before that time, the ticket will go back into an Open status and will not close automatically.

That should do the trick.

Justin Noel

Calendee LLC

On Fri, Feb 5, 2010 at 5:19 AM, Marretta, Rosanna <Rosanna.Marretta@yrclogistics.com> wrote:

Hi David,

Thanks for your reply, we don’t really want to put the call into Pending Auto Close as these will be calls that we’re waiting response. We would like to put them into a new status called Awaiting Response and if there has been no dialog for 2 days we’d like it to automatically close. I suppose I would look at the change_time field. But unsure of how to do this in Generic Agent.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder
Sent: 03 February 2010 16:32
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Best way to close tickets automatically

Ah I see..

Have you looked into the Pending Auto Close +/- states in OTRS?

Regards,

David

On Wed, Feb 3, 2010 at 4:22 PM, Marretta, Rosanna <Rosanna.Marretta@yrclogistics.com> wrote:

Hi David,

I did try using this, but what would I use to distinguish the date we last responded to them? I tried the update date but I didn’t receive any results.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder
Sent: 03 February 2010 16:08
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Best way to close tickets automatically

Hi Rosanna,

I'm pretty sure the generic agent can accomplish this for you.

Regards,

David

On Wed, Feb 3, 2010 at 3:28 PM, Marretta, Rosanna <Rosanna.Marretta@yrclogistics.com> wrote:

Hi I’m looking for the best way to close tickets automatically if they are sitting in a certain status, i.e. pending or awaiting response. If we have not heard back from the user within 2 days we would like the call to be automatically closed and a response sent out to them, is this possible.

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