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
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
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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