All great options...however, I have the system setup so that if the
ticket gets closed, it cannot be reopened by simply replying to it, this
is for a number of reasons. Some customers start to change issues in
the middle of a ticket or wait a few months and reply to the last email
they got from us with the anticipation of it getting priority over
sending in a new email. This eliminates that from happening and
preventing customers from talking to only one person or to just the
person they like talking to because it makes them feel better, for
whatever reason.
I do like the Pending Auto-Close option though...I'll set that as the
default "next state" and make it add 7 days.
Thanks for the idea...I never thought about that one. :)
-Jeff
Ron DeFulio wrote:
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]
<mailto:[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:[EMAIL PROTECTED]>
> <mailto: [EMAIL PROTECTED]
<mailto:[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] <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
> > -----------------------------
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>
> --
> 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
> -----------------------------
>
------------------------------------------------------------------------
>
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Support or consulting for your OTRS system?
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--
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
-----------------------------
------------------------------------------------------------------------
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