Forum GLPI-Project

klaucs

Member

Registered: 2016-07-27

Posts: 22

Auto close ticket if it is waiting for over two weeks for approval.

Hello,

Is there a way to automatically close tickets that are waiting for a certain time for approval?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Auto close ticket if it is waiting for over two weeks for approval.

This can be done with the Pending Reasons feature. When you add a task, you can click the pause icon by the "Add" button which will set the status of the ticket to Pending and let you select a template (added in Setup > Dropdowns > pending reasons) which determines how often there is an automatic followup (uses a followup template) and the number of followups before it is automatically solved (uses solution template). While it doesn't immediately add another task telling the user when the ticket would auto-close without a response, that could be done manually with task templates, or by adding it in the automatic followup template and sending them more often (for example, every 2 days and autoclose after 3 reminders).

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klaucs

Member

Registered: 2016-07-27

Posts: 22

Re: Auto close ticket if it is waiting for over two weeks for approval.

So, I cannot use SLA or OLA for this?

Like creating a business rule for tickets on Update that will assign an SLA with "time to resolve" if the Validation status of the ticket is "Waiting for approval".
- this should assign the SLA when the ticket is Updated with "Validation" = "Waiting for approval" (I tried and seems that the rule is not assigning the SLA when I send an Approval Request!..)

The SLA would have a Time to resolve of 2 weeks.
With:
- Escalation level with Execution "Time to resolve"
- Criterion: Validation is "Waiting for approval" and Ticket Status is not Solved or Closed
- Actions: Status assign Closed

Thank you!