How to create a custom ticket rule for closing tickets after xx amount of time

Hello! I was looking for a little help on creating a custom ticket rule to close tickets after xx amount of days after a ticket status has been changed to "waiting on response".  Any help would be greatly appreciated!

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Answer Summary:
Posted by: Soloman007 9 months ago
Orange Senior Belt

There is actually a built in rule for this. If you go to SD > Configuration > Queues > select the queue in question > scroll to "Ticket Rules" and you'll see under the built in rules there is one called "WaitingOverdue" if you go in there you can just select the status and the number of days and even outline a specific message to the submitter and the rest is all done.

Hope this helps!

  • Very helpful! Thank you very much! - smity350 9 months ago

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