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Question

Automatic closing of ticket


DennisGlobal
Contributor
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I tried to create a automation of the closing of tickets that arent responded on by the ticket creator.
But when i activate the automation, there seems to be send emails to the requester every day.

So i have a fault somewhere, but i cant seem to find where or how.

Automation:
Summary

Conditions

If 

Status

 

is

 

Open OR Pending OR Waiting for Information

AND

If 

Hour Since Requester responded

 

is

 

43

Actions

Set Status as

 

Resolved

AND

Add watcher

 

(manager) AND (agent)

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3 replies

Jim Dumay
Skilled Expert
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  • 12 replies
  • December 8, 2023

Just a thought.

What if you have an extra STATUS Item called No Response
Add another Action at the end of the workflow that changes the Status from Resolved to No Response.

Then add a Supervisor Rule 

Condition:
Status is No Response
Hours since resolved is greater than 44

 

Action:

Set Status as Closed

 

Let me know if this helps.


DennisGlobal
Contributor
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  • Author
  • Contributor
  • 3 replies
  • December 12, 2023
Jim Dumay wrote:

Just a thought.

What if you have an extra STATUS Item called No Response
Add another Action at the end of the workflow that changes the Status from Resolved to No Response.

Then add a Supervisor Rule 

Condition:
Status is No Response
Hours since resolved is greater than 44

 

Action:

Set Status as Closed

 

Let me know if this helps.

But wouldnt this also set all other tickets to 'No response’ after the rule made them 'Resolved’ after the 43hrs timer?

Just to be sure


Jim Dumay
Skilled Expert
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  • Skilled Expert
  • 12 replies
  • December 12, 2023

It would have to be a new Supervisor rule.

 


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