Is there any possible way to setup a ticket timeout within OTRS? For example, if a customer hasn't responded within a certain period of time (say, 1 day), the ticket will automatically close. I know there's the pending option, but that'll close the ticket regardless of whether they've responded or not.
On Monday, April 05, 2004 2:26 AM
Richard
Is there any possible way to setup a ticket timeout within OTRS? For example, if a customer hasn't responded within a certain period of time (say, 1 day), the ticket will automatically close. I know there's the pending option, but that'll close the ticket regardless of whether they've responded or not.
No, it won't. A follow-up email will set the ticket back to 'open' state. When set to 'pending', a ticket will only be closed if nothing happens in between with it. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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