This works nicely, but last question, am I able to send an auto response
to go with the pending auto close when the ticket actually closes to let
them know that it has been automatically closed due to no response?
Thanks
Rosanna
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 http://www.calendee.com
On Fri, Feb 5, 2010 at 5:19 AM, Marretta, Rosanna
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
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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