I want a rule that closes tickets that have been resolved for 48 hours. There is a condition of "hours since resolved" that looks to do that. Does that only trigger on tickets that are currently a resolved status?
Or if a ticket is resolved, then re-opened, will the rule still trigger since there was a resolved status at one point?
+7We have a rule that checks both the status (resolved) and the hours since resolved, and on basis of that it closes the ticket when the time is reached.
There is no field "hours since resolved" in the system, only a field "resolved time". The x hours is measured based on this time/date.
When a resolved ticket is re-opened, I think the field "resolved time" remains as it was, but that is not a problem as the ticket is open so the time is not relevant. When that ticket is resolved again, the field "resolved time" is updated, so the time starts counting from that new date.
Hope this answers your question.
Exactly, Mark. We set a key in the ticket stats called resolved_at with the time of resolution. If the ticket is re-opened, this key is set to a value of null and the rule would not run on this ticket. If the ticket is set to resolve again, the time will be captured and the rule can run on the ticket again.
I hope this clarifies!
Cheers!
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