Details
New Feature
Major
Description
Add an option to automatically close tickets after no response for x days.
Automatically Close Tickets
Drop down 1 day to 30 days
If a ticket has been waiting for a customer reply for this period of time, close the ticket and send a ticket closed notice.
It's important that the time is the time that we've been waiting for a customer reply and not the time the ticket has been open.
Issue Links
- relates to
-
CORE-1167
Support Manager: Automatic ticket closing feature may log twice that tickets were closed
-
- Closed
-
Activity
Fixed
Tyson Phillips (Inactive)
added a comment - Fixed Improved find tickets to close query:
SELECT `support_replies`.* FROM `support_replies` INNER JOIN `support_tickets` ON `support_replies`.`ticket_id`=`support_tickets`.`id` WHERE `support_tickets`.`department_id`=? AND `support_tickets`.`status`!='in_progress' AND `support_tickets`.`status`!='closed' AND `support_replies`.`type`='reply' AND `support_replies`.`id` IN ( SELECT MAX(`support_replies`.`id`) FROM `support_replies` WHERE `support_replies`.`ticket_id`=`support_tickets`.`id` AND `support_replies`.`type`='reply' ) AND `support_replies`.`staff_id` IS NOT NULL AND `support_replies`.`date_added`<=?
Cody Phillips (Inactive)
added a comment - - edited Improved find tickets to close query:
SELECT `support_replies`.* FROM `support_replies`
INNER JOIN `support_tickets` ON `support_replies`.`ticket_id`=`support_tickets`.`id`
WHERE `support_tickets`.`department_id`=?
AND `support_tickets`.`status`!='in_progress'
AND `support_tickets`.`status`!='closed'
AND `support_replies`.`type`='reply'
AND `support_replies`.`id` IN
(
SELECT MAX(`support_replies`.`id`) FROM `support_replies`
WHERE `support_replies`.`ticket_id`=`support_tickets`.`id` AND `support_replies`.`type`='reply'
)
AND `support_replies`.`staff_id` IS NOT NULL
AND `support_replies`.`date_added`<=?
When creating/editing a department there is a tooltip for "Automatically Close Tickets" that reads. "All open tickets that are not set to In Progress will be automatically closed if no replies have been made within the selected amount of time."
Since this is no longer true, and tickets are closed regardless of status so long as the time requirement has been met, and the last replier is not an admin it should instead read.. "All tickets with a status other than In Progress whose last reply is from a staff member will be automatically closed if no replies have been made within the selected amount of time."
Paul Phillips
added a comment - - edited When creating/editing a department there is a tooltip for "Automatically Close Tickets" that reads. "All open tickets that are not set to In Progress will be automatically closed if no replies have been made within the selected amount of time."
Since this is no longer true, and tickets are closed regardless of status so long as the time requirement has been met, and the last replier is not an admin it should instead read.. "All tickets with a status other than In Progress whose last reply is from a staff member will be automatically closed if no replies have been made within the selected amount of time." Tooltip language needs fixed
Paul Phillips
added a comment - Tooltip language needs fixed Tooltip has been updated.
Tyson Phillips (Inactive)
added a comment - Tooltip has been updated. 
This option is per-department.
See http://www.blesta.com/forums/index.php?/topic/915-clients-can-close-tickets/