Best way to close tickets automatically
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. Rosanna Marretta Analyst Programmer YRC Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Direct Tel: +44 (0) 1784 480136 Email: Rosanna.Marretta@YRCLogistics.com mailto:Rosanna.Marretta@YRCLogistics.com Website: www.YRCLogistics.com http://www.yrclogistics.com/ Subscribe to our News Feed: www.yrclogistics-rss.info http://www.yrclogistics-rss.info/ Directions: www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon =x <http://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10 000&icon=x> Company Registration Number: 2773769 ________________________________ Except as otherwise agreed in writing, signed by a director of YRC Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by YRC Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by YRC Logistics. http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1 http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1 http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf <http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf
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.
Rosanna Marretta
Analyst Programmer
*YRC Logistics Limited*
Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom
Direct Tel: +44 (0) 1784 480136 Email: Rosanna.Marretta@YRCLogistics.com Website: www.YRCLogistics.com http://www.yrclogistics.com/
Subscribe to our News Feed: www.yrclogistics-rss.info
Directions:
www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon=x
Company Registration Number: 2773769 ------------------------------
Except as otherwise agreed in writing, signed by a director of YRC Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association’s conditions of contract current at the time of contract (UKWA) and all other services provided by YRC Logistics are provided subject to the British International Freight Association’s standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions.
Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by YRC Logistics.
http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1
http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf
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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
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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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
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 < Rosanna.Marretta@yrclogistics.com> 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 < 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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Thank you Justin, I will give this a go and let you know how I got on.
Thanks for your help.
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
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
participants (3)
-
David Holder -
J N -
Marretta, Rosanna