Automatically Close Tickets

Is there anyway to have the system automatically close tickets after a stated period of time?

Asked by Virginia Jacob on Mon 7/10/23 10:09 AM
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Answers (3)

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Mark Sayers Mon 7/10/23 10:20 AM

Hello Virginia,

There isn't a feature that would move tickets from a non-resolved status into a resolved/closed status currently, no. The automated closure settings are for when a ticket is in a specific status of the "Closed" classification to move them to another specific "Closed" status that indicates it is fully closed.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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David Tod Mon 7/10/23 10:58 AM

We have been having an in depth discussion at my institution about this requirement, i.e. to automatically close tickets that are still in process somehow, without requiring someone to actively close them. This is for what seem like abandoned tickets. Typically with outside vendors, depending on the status of the ticket, we get a few reminders before a ticket is automatically closed, and to be honest, if my issue is resolved, I sometimes ignore them and let the process do its thing.

Our current plan (more or less and not yet in place) to use a specific On Hold status ("Awaiting your reply"), and automate using iPaaS with reminders to a "Canceled (no response)" status, plus a "Marked as Resolved" status automated to a "Closed (no response)"

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Brittany Renn Mon 7/10/23 10:19 AM

Hi Virginia, 

Yes, you can set the ticket closure settings for your ticket app to automatically close tickets from one completed status to another, after X amount of days, as outlined in this KB: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=21865

Let me know if this fits your needs! 

Best,

Brittany Renn

TDX Support

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