Auto closing tickets

imunro01 · 2010-11-17 17:23:39

Hi Guys

Now we've upgrded to 0.78.1 I've noticed that when our service desk enter a ticket for a member of staff, once we enter a solution and change the status to solved, it then shows on their screen as waiting to be closed.

Can you explain how I can set them to close automatically when we solve it, or how the automatic actions can work to do it.

At the moment it seems to mean we have double the work to do to close a ticket.

ndarby · 2010-11-17 20:19:11

Look under "Automatic Actions" for closeticket schedule. I believe it's what is causing it to close tickets. Try disabling it and see if it fixes the problem.

adrianmarsh · 2011-03-23 14:47:20

Hiya,

I'm now trying to figure our the same thing... we set the tickets to Solved via the Solution tab.

Is the design that the autoclose now comes along and puts the ticket state to "closed". If so, whats its selection criteria, is it time based ??

I think imunro01's original question isn't that the closing is a problem, its that it *wasn't* closing it automatically, and/or that it wasn't being set to closed as part of the resolution. Which is the same issue I've hit after the upgrade.

yllen · 2011-03-24 09:15:10

imunro01 wrote:

Can you explain how I can set them to close automatically when we solve it, or how the automatic actions can work to do it.

- In your entity's configuration, you choose Automatic closing of the tickets after : Value of global configuration
- and in your global configuration (Setup > Genaral > Assistance tab) Automatic closing of the tickets after : 0 days

Like this, when a ticket is solved, i's immediatly closed.

adrianmarsh · 2011-03-24 11:32:11

Hi Yllen,

Yes thats how my GLPI is configured, both in Root Entity and Assistance Tab...
So should tickets be closing immediately when we submit the Resolution, or, when the closeticket script runs ?

At the moment, tickets go to a Solved state, but I've not noticed if they're going to "close".

I'll try it out with a test ticket.

adrianmarsh · 2011-03-24 11:37:36

Ah actually... answered my own question... it closed a ticket automatically this morning...

Am I right in thinking that the reason behind having a separation of Solved and Closed is to give end-users a chance to respond to the solution if they want to ?

yllen · 2011-03-24 12:16:36

Don't put autoclose ticket to 0 day but to 1 day (end-user will have 1 day to respond to the solution)

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Announcement

#1 2010-11-17 17:23:39

Auto closing tickets

#2 2010-11-17 20:19:11

Re: Auto closing tickets

#3 2011-03-23 14:47:20

Re: Auto closing tickets

#4 2011-03-24 09:15:10

Re: Auto closing tickets

#5 2011-03-24 11:32:11

Re: Auto closing tickets

#6 2011-03-24 11:37:36

Re: Auto closing tickets

#7 2011-03-24 12:16:36

Re: Auto closing tickets

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