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)
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.
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
It would have to be a new Supervisor rule.
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