Auto solve tickets on no response

plcadmin · 2017-08-17 08:30:38

This has probably been asked before, but my searches just missed it

I want to be able to set up a rule or an automatic action that will look at a ticket, check if the technician was the last to update it, and check the time waiting for a response from the requester. If it is more that a preset time, then the ticket should be flagged as solved. This will generate the email to the user that solving a ticket normally does.

I know other ticketing systems, such as Web Helpdesk and Zendesk, can do this. I am just stumped on how I get there with GLPI.

Any suggestions greatly appreciated.

Ross

Roshan · 2017-08-17 19:11:45

You can do it by auto close ticket after x days option under entity.
if u set 1 day, the ticket will auto close after 1 day after the technician has solved it.
Entity - Root Entity - Assistance - close tickets after x days.

plcadmin · 2017-08-18 01:40:00

Roshan, thanks for getting back to me.

I have that in place, not really what I want.

I am looking at the scenario, for example, where the tech asks the customer for an update. 3 days later the customer still has not responded. I want the system to look at the time since the last update by the tech and set the status to Solved. I would take it that the Status would need to be changed from Processing(Assigned) to Pending to flag this type of action.This would then generate the autoclose on the ticket.

I thought I might be able to do it with a business rule, but the time and status do not appear to be available triggers for business rules.

grajek · 2017-08-18 10:39:34

It's not possible out of the box. You need to make some developement on this. The easiest way would be writing some sql statement and run it on scheduler periodically.

yllen · 2017-08-18 11:19:03

When a technician give a solution, the requester can approve this solution. So the ticket in Solved status becomes Closed status.
If the requester doesn't reply to approve or refuse the solution, automatic close in your entity's configuration can close your ticket.

plcadmin · 2017-08-20 23:58:50

grajek, I agree. Might have to do some reading on the automatic action service.

yllen, the tech has not solved the ticket. They have, for example, asked for an update on the situation or asked the customer to take a specific action and send back the the results.

LaDenrée · 2017-08-21 08:42:58

it looks like this planned feature :

http://glpi.userecho.com/topics/213-pen … ime-limit/

yllen · 2017-08-24 16:59:50

You can perhaps define it in an SLA level actioned on max time to waiting status

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#1 2017-08-17 08:30:38

Auto solve tickets on no response

#2 2017-08-17 19:11:45

Re: Auto solve tickets on no response

#3 2017-08-18 01:40:00

Re: Auto solve tickets on no response

#4 2017-08-18 10:39:34

Re: Auto solve tickets on no response

#5 2017-08-18 11:19:03

Re: Auto solve tickets on no response

#6 2017-08-20 23:58:50

Re: Auto solve tickets on no response

#7 2017-08-21 08:42:58

Re: Auto solve tickets on no response

#8 2017-08-24 16:59:50

Re: Auto solve tickets on no response

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