Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

In this Discussion

osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Close Answered Tickets

In general people contacting our support desk are very polite and if our response fixes the problem, they reply with a "Thank you" email.

Normally I close / resolve tickets when I reply with a solution which normally works, but this means the ones who send a thank you open the tickets again,  making the stats for re-opened tickets high.

What I would like to do is answer the tickets leaving them open and then have them automatically close after a couple of days if there is not a reply.

Comments

  • Hi jtaubman,

    I believe this is what you need:
    https://github.com/osTicket/osTicket/pull/3688

    Best regards,
    Nick
  • Thanks Nick that is pretty close,  but looks like it closes any open tickets not just those which were last replied to by Staff and show on the "Answered" tab.

    I can probably use that as base for the changes.
  • Hi jtaubman,

    With this implemented i believe you'd be able to alter the code to just close tickets with the back state "Answered" and not "Open"

    Best regards,
    Nick
Sign In or Register to comment.