We've been having discussions around the office here about clients-who-do-not-respond and what to do about it. Basically you've got some simple options out of the box which works in most cases. Pending-reminder .. notify the agent that the customer hasnt gotten back to us, and that perhaps they should phone them up (if its important to get a response). Pending-autoclose ... this is what you basically want. Set the pending-autoclose date to next week, and you're done. My only question is how to set the default autoclose date to 7-days-from-now. Close the ticket ... I tested this, and if you close the ticket, and the customer replies, it re-opens. Just close it and forget about it. My opinion is that if its good enough to forget-about-it 7 days from now, its good enough to forget-about-it-right-now, so let the ticket system deal with re-opening the ticket if the customer does actually respond within 7 days (or 7 months). Those are my two cents.
_____ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gustavo Azambuja Sent: Friday, August 24, 2007 2:33 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Close old tickets Jeff, i not find a way :-( i do some graphs and stats with php, and now, i wish do this "feature" (close old tickets) out of the box. In this days, i public my php's for create stats of response and other things. Take a look of my blog (in spanish and portuguese: http://gazambuja.ideas3.com) Thanks. On 8/23/07, Jeff Shepherd <[EMAIL PROTECTED]> wrote: Well, being that there has been no response I guess that the GenericAgent can't do this. Have you been able to find a way Gustavo? -Jeff Gustavo Azambuja wrote: > how??? > in the generic agent it is not possible to be defined whichever days > will have to happen without answer before closing ticket > > > On 7/13/07, *Maurice James Ny* <[EMAIL PROTECTED] > <mailto: <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]>> wrote: > > The generic agent can do this > > -----Original Message----- > From: [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > [mailto:[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >] On > Behalf Of Jeff > Shepherd > Sent: Thursday, July 12, 2007 10:03 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Auto Close old tickets > > I've actually been curious about this feature/ability in the past. > Is this possible with OTRS? I've been doing it manually for the past > six months. > > -Jeff > > > On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote: > > > Hi, we have lot of much tickets in state open, i want close all > > tickets without response of my clients in last week. > > With Generic Agent i dont do this, this is correct? > > How i do this? > > > > > > > > -- > > Saludos, > > Gustavo Azambuja > > Linux User: 275813 > > http://gazambuja.ideas3.com > > > > ----------------------------- > > Este mensaje no contiene virus, porque ha sido creado con Linux, > > utilizando Software Libre y auditable. > > This message doesn't contain viruses, because it has been created > > with Linux, using auditable Free Software. > > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > > ----------------------------- > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > <http://otrs.org/> > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > < <http://lists.otrs.org/cgi-bin/listinfo/otrs> http://lists.otrs.org/cgi-bin/listinfo/otrs> > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > > > > -- > Saludos, > Gustavo Azambuja > Linux User: 275813 > http://gazambuja.ideas3.com > > ----------------------------- > Este mensaje no contiene virus, porque ha sido creado con Linux, > utilizando Software Libre y auditable. > This message doesn't contain viruses, because it has been created with > Linux, using auditable Free Software. > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > ----------------------------- > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
