The generic agent can do this -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Shepherd Sent: Thursday, July 12, 2007 10:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets I've actually been curious about this feature/ability in the past. Is this possible with OTRS? I've been doing it manually for the past six months. -Jeff On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote:

Hi, we have lot of much tickets in state open, i want close all tickets without response of my clients in last week. With Generic Agent i dont do this, this is correct? How i do this?

-- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com

----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail ----------------------------- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Well, being that there has been no response I guess that the GenericAgent can't do this. Have you been able to find a way Gustavo? -Jeff Gustavo Azambuja wrote:

how??? in the generic agent it is not possible to be defined whichever days will have to happen without answer before closing ticket

On 7/13/07, *Maurice James Ny* mailto:maurice.james@verizon.net> wrote:

The generic agent can do this

-----Original Message----- From: otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Shepherd Sent: Thursday, July 12, 2007 10:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets

I've actually been curious about this feature/ability in the past. Is this possible with OTRS? I've been doing it manually for the past six months.

-Jeff

On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote:

> Hi, we have lot of much tickets in state open, i want close all > tickets without response of my clients in last week. > With Generic Agent i dont do this, this is correct? > How i do this? > > > > -- > Saludos, > Gustavo Azambuja > Linux User: 275813 > http://gazambuja.ideas3.com > > ----------------------------- > Este mensaje no contiene virus, porque ha sido creado con Linux, > utilizando Software Libre y auditable. > This message doesn't contain viruses, because it has been created > with Linux, using auditable Free Software. > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > ----------------------------- > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/

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-- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com

----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail ----------------------------- ------------------------------------------------------------------------

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We've been having discussions around the office here about clients-who-do-not-respond and what to do about it. Basically you've got some simple options out of the box which works in most cases. Pending-reminder .. notify the agent that the customer hasnt gotten back to us, and that perhaps they should phone them up (if its important to get a response). Pending-autoclose ... this is what you basically want. Set the pending-autoclose date to next week, and you're done. My only question is how to set the default autoclose date to 7-days-from-now. Close the ticket ... I tested this, and if you close the ticket, and the customer replies, it re-opens. Just close it and forget about it. My opinion is that if its good enough to forget-about-it 7 days from now, its good enough to forget-about-it-right-now, so let the ticket system deal with re-opening the ticket if the customer does actually respond within 7 days (or 7 months). Those are my two cents. _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Azambuja Sent: Friday, August 24, 2007 2:33 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets Jeff, i not find a way :-( i do some graphs and stats with php, and now, i wish do this "feature" (close old tickets) out of the box. In this days, i public my php's for create stats of response and other things. Take a look of my blog (in spanish and portuguese: http://gazambuja.ideas3.com) Thanks. On 8/23/07, Jeff Shepherd wrote: Well, being that there has been no response I guess that the GenericAgent can't do this. Have you been able to find a way Gustavo? -Jeff Gustavo Azambuja wrote:

how??? in the generic agent it is not possible to be defined whichever days will have to happen without answer before closing ticket

On 7/13/07, *Maurice James Ny* mailto:maurice.james@verizon.net maurice.james@verizon.net>> wrote:

The generic agent can do this

-----Original Message----- From: otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org >] On Behalf Of Jeff Shepherd Sent: Thursday, July 12, 2007 10:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets

I've actually been curious about this feature/ability in the past. Is this possible with OTRS? I've been doing it manually for the past six months.

-Jeff

On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote:

> Hi, we have lot of much tickets in state open, i want close all > tickets without response of my clients in last week. > With Generic Agent i dont do this, this is correct? > How i do this? > > > > -- > Saludos, > Gustavo Azambuja > Linux User: 275813 > http://gazambuja.ideas3.com > > ----------------------------- > Este mensaje no contiene virus, porque ha sido creado con Linux, > utilizando Software Libre y auditable. > This message doesn't contain viruses, because it has been created > with Linux, using auditable Free Software. > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > ----------------------------- > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs> > Support or consulting for your OTRS system? > => http://www.otrs.com/

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-- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com

----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail ----------------------------- ------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

How do you make it add 7 days on by default? Is that a perl-code-change or is it a system option? Thanks :) -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Shepherd Sent: Friday, August 24, 2007 4:29 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets All great options...however, I have the system setup so that if the ticket gets closed, it cannot be reopened by simply replying to it, this is for a number of reasons. Some customers start to change issues in the middle of a ticket or wait a few months and reply to the last email they got from us with the anticipation of it getting priority over sending in a new email. This eliminates that from happening and preventing customers from talking to only one person or to just the person they like talking to because it makes them feel better, for whatever reason. I do like the Pending Auto-Close option though...I'll set that as the default "next state" and make it add 7 days. Thanks for the idea...I never thought about that one. :) -Jeff Ron DeFulio wrote:

We've been having discussions around the office here about clients-who-do-not-respond and what to do about it. Basically you've got some simple options out of the box which works in most cases.

Pending-reminder .. notify the agent that the customer hasnt gotten back to us, and that perhaps they should phone them up (if its important to get a response).

Pending-autoclose ... this is what you basically want. Set the pending-autoclose date to next week, and you're done. My only question is how to set the default autoclose date to 7-days-from-now.

Close the ticket ... I tested this, and if you close the ticket, and the customer replies, it re-opens. Just close it and forget about it.

My opinion is that if its good enough to forget-about-it 7 days from now, its good enough to forget-about-it-right-now, so let the ticket system deal with re-opening the ticket if the customer does actually respond within 7 days (or 7 months).

Those are my two cents. ---------------------------------------------------------------------- -- *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gustavo Azambuja *Sent:* Friday, August 24, 2007 2:33 PM *To:* User questions and discussions about OTRS.org *Subject:* Re: [otrs] Auto Close old tickets

Jeff, i not find a way :-( i do some graphs and stats with php, and now, i wish do this "feature" (close old tickets) out of the box.

In this days, i public my php's for create stats of response and other things. Take a look of my blog (in spanish and portuguese: http://gazambuja.ideas3.com)

Thanks.

On 8/23/07, *Jeff Shepherd *mailto:jeffs@tolisgroup.com> wrote:

Well, being that there has been no response I guess that the GenericAgent can't do this.

Have you been able to find a way Gustavo?

-Jeff

Gustavo Azambuja wrote: > how??? > in the generic agent it is not possible to be defined whichever days > will have to happen without answer before closing ticket > > > On 7/13/07, *Maurice James Ny* mailto:maurice.james@verizon.net > mailto:maurice.james@verizon.net>> wrote: > > The generic agent can do this > > -----Original Message----- > From: otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org> > [mailto:otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org mailto:otrs-bounces@otrs.org>] On > Behalf Of Jeff > Shepherd > Sent: Thursday, July 12, 2007 10:03 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Auto Close old tickets > > I've actually been curious about this feature/ability in the past. > Is this possible with OTRS? I've been doing it manually for the past > six months. > > -Jeff > > > On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote: > > > Hi, we have lot of much tickets in state open, i want close all > > tickets without response of my clients in last week. > > With Generic Agent i dont do this, this is correct? > > How i do this? > > > > > > > > -- > > Saludos, > > Gustavo Azambuja > > Linux User: 275813 > > http://gazambuja.ideas3.com > > > > ----------------------------- > > Este mensaje no contiene virus, porque ha sido creado con Linux, > > utilizando Software Libre y auditable. > > This message doesn't contain viruses, because it has been created > > with Linux, using auditable Free Software. > > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > > ----------------------------- > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > < http://lists.otrs.org/cgi-bin/listinfo/otrs> > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > > > > -- > Saludos, > Gustavo Azambuja > Linux User: 275813 > http://gazambuja.ideas3.com > > ----------------------------- > Este mensaje no contiene virus, porque ha sido creado con Linux, > utilizando Software Libre y auditable. > This message doesn't contain viruses, because it has been created with > Linux, using auditable Free Software. > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > ----------------------------- >

---------------------------------------------------------------------- --

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-- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com

----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail ----------------------------- ---------------------------------------------------------------------- --

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