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Hector_Bido

Member

Registered: 2024-06-24

Posts: 7

Automatically close ticket

Hello

I'm trying to create a configuration so that tickets are automatically closed after a period of no response.

It has to be unresolved tickets, closing resolved tickets does not meet my purpose.

Any ideas?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,809

Website

Re: Automatically close ticket

You can use the Pending Reasons feature for this in GLPI 10.

In Setup > Dropdowns > Pending reasons you can create configurations for automatic reminders, time between reminders, and how many reminders are sent before the ticket is closed.

Then, when you add a task or followup to a ticket, click the pause icon and select the pending reason. This will make GLPI automatically send reminders that you are waiting for an update from the user until the user responds or the ticket gets automatically closed.

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Hector_Bido

Member

Registered: 2024-06-24

Posts: 7

Re: Automatically close ticket

You can use the Pending Reasons feature for this in GLPI 10.

In Setup > Dropdowns > Pending reasons you can create configurations for automatic reminders, time between reminders, and how many reminders are sent before the ticket is closed.

Then, when you add a task or followup to a ticket, click the pause icon and select the pending reason. This will make GLPI automatically send reminders that you are waiting for an update from the user until the user responds or the ticket gets automatically closed.

Thanks for the reply.

I understand that this feature requires some user to interact with the ticket.
I am using the platform to generate automatic tickets from an external platform, so the idea is that tickets that are opened and no one responds or gives a solution for a few hours, are automatically closed.

Is there any way to achieve this?

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Automatically close ticket

write a php script that uses API (get open ticket and close th one wich are opened by external platform and older than x hours. add a solution and close)
run that sript by cron.

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