Solution - solved not closed needed

michal@1-2.pl · 2011-08-01 17:28:43

Hello,

there are two choices in the type of solution list:
1. Closed solved.
2. Closed not solved.
I would dearly apreciate if there is a third one:
3. Solved not closed.
Even though I do not choose any of the two if I write a solution and press update the ticket "uses" the first option "Closed solved". It would be great if it don't close the ticket but put it's status to solved instead.
Regards,

Michal

remi · 2011-08-01 17:46:35

> I would dearly apreciate if there is a third one:
Just creat it (Setup / Dropdown / Type of solution)

> if it don't close the ticket but put it's status to solved instead.
Check your config, delay for administrative close.
If 0, solution make the ticket closed
if others, solution make the ticket solved

michal@1-2.pl · 2011-08-02 09:32:16

Thank you. It partially solved the issue.

That option is in setup->general and is called "Automatic closing of solved tickets after :".
Setting it to something means that you MUST have the ticket closed after certain number of days - 99 max. I have tickets that last longer unfortunatelly.

How is this value calculated? Is it a timer from "solved ticket" moment or from "opening ticket" moment?

Regards,

Michal

remi · 2011-08-02 10:46:22

That's means that "solved" ticket, when not closed by requester approval, will be closed by an automatic task after x days (from solved date).

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#1 2011-08-01 17:28:43

Solution - solved not closed needed

#2 2011-08-01 17:46:35

Re: Solution - solved not closed needed

#3 2011-08-02 09:32:16

Re: Solution - solved not closed needed

#4 2011-08-02 10:46:22

Re: Solution - solved not closed needed

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