We are looking to see if there is a way to create a rule to close a ticket automatically and notify the submitter that the ticket is about to close due to inactivity.  Has anyone ever done this?
1 Comment   [ + ] Show Comment

Comments

  • how long before (if at all) do you want the submitter to be notified via email?
    • We are going to notify them that we have not heard from them in 24 hours. If they still do not respond then we want it to close the next day. I think I actually found it pre-built in the appliance.
Please log in to comment

Answers

0
Yes, this is possible using a custom rule. The rules wizard will only get you part way there, however, because it doesn't handle date logic very well. I would still start with the wizard but then change the resulting rule to use the correct SQL logic.

Answered 02/20/2017 by: chucksteel
Red Belt

Please log in to comment
0
Yes.  I have a rule setup to change a ticket status to OVERDUE after 7 days, then another that will automatically close it after 7 more days.  Shoot me a PM if you want and I'll send you the rule setup.
Answered 08/17/2017 by: Chris.Burgess
Orange Belt

Please log in to comment
Answer this question or Comment on this question for clarity
Admin Script Editor
Admin Script Editor is an integrated scripting environment available free here at ITNinja

Share