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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