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Workflow-Closing Tickets

PostPosted: Tue Sep 21, 2010 12:26 pm
by marilyn
Is it possible to close a ticket but not have it appear as closed for a certain number of days? We want to have the ticket reamin open for three days after completing/resolving an issue, but have it remain open for a short time in case of problems and then close automatically after three days.

Re: Workflow-Closing Tickets

PostPosted: Wed Sep 22, 2010 3:36 pm
by janstonselig
marilyn wrote:Is it possible to close a ticket but not have it appear as closed for a certain number of days? We want to have the ticket reamin open for three days after completing/resolving an issue, but have it remain open for a short time in case of problems and then close automatically after three days.


Yes. You can resolve a ticket and then have a scheduled rule run each day to see if any resolved tickets haven't been modified for 3 days, then close them if any match that criteria.

This is best practice anyway so the requester has time to comment if it's not actually resolved.

Re: Workflow-Closing Tickets

PostPosted: Tue Sep 28, 2010 8:04 am
by marilyn
Thanks for your help. I have been trying to create a rule with no success so far. Can you provide some insight as to how it should be done?

Re: Workflow-Closing Tickets

PostPosted: Wed Sep 29, 2010 7:42 am
by janstonselig
marilyn wrote:Thanks for your help. I have been trying to create a rule with no success so far. Can you provide some insight as to how it should be done?


Sure thing. Here's an example using an incident. You have to create an on condition trigger.

Set the schedule and general stuff.

trigger01.jpg


Set the conditions.

trigger02.jpg


Choose the function to set it closed.

trigger03.jpg


The idea is, you want to set the schedule to check every hour or so each day. Then the condition is to check whether or not the incident is in resolved status AND the modified date is at least 3 days before the current time within your work calendar. If those things are true then it will call that function and close it.

Let me know if you still have questions.

Re: Workflow-Closing Tickets

PostPosted: Wed Sep 29, 2010 8:35 am
by marilyn
Thank you so much for your help. I have set it up and am testing it now.