Closed Ticket Rule


I would like to have a rule that if a ticket is closed for more than 14 days a user would have to submit a new ticket. Basically the ticket will not reopen after 14 days.


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Answers (1)

Posted by: Hobbsy 3 months ago
Red Belt

I am going to assume that you are talking about the automated rule that reopens the ticket is an enduser responds to the email? I'm sure we used to be able to get to the SQL for these default queue rules, but sadly we can't. So you will either have to accept that the rule needs to be disabled, or alternatively create another ticket rule that runs when a ticket is set to "reopened" and closes the ticket again if it was resolved longer than two weeks ago. Not a perfect answer though, sorry 

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