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jvuz

Member

Registered: 2010-01-18

Posts: 320

Automatically close this after specified time

Hello,

I was wondering if there is a way to automatically close a ticket after a specified time and if no reply was given by user. Is something like this possible in GLPI?

Jo

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Automatically close this after specified time

In GLPI 10, there is the Pending Reasons feature. In Setup > Dropdowns you can add a pending reason which will define automatic followups like "We have not received a response yet. The ticket will be closed automatically after 1 week if there is no response", how often the messages are sent, and how many messages are send before the ticket is automatically solved. In the ticket, when you are adding a followup you can click the pause icon in the followup and then select the template.

For auto-close from a solved state, there are the options under "Automatic closing configuration" in the entity configuration in the Assistance tab.

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

jvuz

Member

Registered: 2010-01-18

Posts: 320

Re: Automatically close this after specified time

Dear cconard96, thank you very much for this. We're using version 10.0.7.
We're already using the pending reasons, but not yet the automatic replies. I'll check this how we can implement this.

As I made a mistake in my explanation (the goal is to automatically solve a ticket after a specific time, not close) I suppose there is no Automatic solving configuration possibility?

Jo

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Automatically close this after specified time

Pending reasons should automatically solve tickets after the configured max reminders are sent.

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

jvuz

Member

Registered: 2010-01-18

Posts: 320

Re: Automatically close this after specified time

OK, thanks again. Whit the pause button, do you mean the pending button?
So can you also set that if no reaction comes from the user, so setting the number of follow-ups to 0, it will be solved after a week? And if there comes a followup, it doesn't  solve automatically the ticket? Is this correct? Or do I see this wrong?
Jo