Completed Ticket Options question

Hello,

I just wanted to get some clarity before we turn it on. How does the "Completed Ticket Options" actually work? I understand it as if I were to turn this on, set the days to 5 for example and set the status to "closed", tickets that have a resolved status after 5 days will close automatically. Is this correct?

How does the date work? If I turn it on now, and set the date to 1/6/2022, it would only target tickets created from 1/6/2022 and on where the status criteria matches?

Is the Requestor and/or Technician notified when the ticket is closed?

 

Thank you

Asked by David Mitchell on Thu 1/6/22 1:41 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 1/6/22 2:36 PM

Hello David,

Yes, if you set it to change the status 5 days after a ticket is set to a "Completed" clasffiied status, it will change the ticket's status to whichever status you designate (assuming it isn't already set to that value) after 5 days has passed from the date it was closed.

The date setting is to tell the system to apply this setting to all tickets that are dated as completed on or after the date specified. It does not check for the Created date value of any tickets, only the date they were put into a Completed status class.

I do not believe this generates any notifications, but I will confirm.

1 of 1 users found this helpful.
Ok it for sure will not generate a notification since it is only intended to clean up tickets already considered as completed. - Mark Sayers Thu 1/6/22 2:42 PM
Thank you, that answered my questions - David Mitchell Thu 1/6/22 2:45 PM