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?
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  • 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.
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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

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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

  • Would you mind sharing with me the information you provided? I am trying to troubleshoot an issue with my code and want to make sure my date logic is correct.
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