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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