Don't open tickets that are closed for more than 2 weeks
Moderator: crythias
Don't open tickets that are closed for more than 2 weeks
Hi,
i want to force the creation of a new ticket, if the ticket is older than 2 weeks (if a new mail comes in). The ticket should still be able to be opened manually by an agent.
greetings and thanks!
Jascha Johnsen
i want to force the creation of a new ticket, if the ticket is older than 2 weeks (if a new mail comes in). The ticket should still be able to be opened manually by an agent.
greetings and thanks!
Jascha Johnsen
Znuny 6.5.3
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Re: Don't open tickets that are closed for more than 2 weeks
Run ArchiveSystem feature (Ticket::ArchiveSystem), then set GenericAgent job for setting archive flag for closed tickets older than 2 weeks.
The follow-ups that come to archived tickets will create new ticket, but your agents should learn how to find archived tickets (there is special flag for searching).
Best regards,
Daniel Lisiecki
The follow-ups that come to archived tickets will create new ticket, but your agents should learn how to find archived tickets (there is special flag for searching).
Best regards,
Daniel Lisiecki
Re: Don't open tickets that are closed for more than 2 weeks
Hi,
you mean via CLI?
there doesn't appear to be a command named like this
you mean via CLI?
there doesn't appear to be a command named like this
Znuny 6.5.3
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Re: Don't open tickets that are closed for more than 2 weeks
No
Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.
Daniel Lisiecki
Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.
Daniel Lisiecki
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Re: Don't open tickets that are closed for more than 2 weeks
Hi,
i found the option. Now i have this problem:
Any way to push this limit?
greetings
Jascha
i found the option. Now i have this problem:
Any way to push this limit?
greetings
Jascha
Znuny 6.5.3
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Re: Don't open tickets that are closed for more than 2 weeks
Hi,
I found this but I don't know if it is recommended to increase this limit
I found this but I don't know if it is recommended to increase this limit
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Ciao
Octane
Octane
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Re: Don't open tickets that are closed for more than 2 weeks
Hi,
make it a scheduled generic agent, like every hour and just let it run. I don't recommend changing the limit without need.
- Roy
make it a scheduled generic agent, like every hour and just let it run. I don't recommend changing the limit without need.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Don't open tickets that are closed for more than 2 weeks
Hi,
i have it set to execute every minute since 2 days now:
but the number of affected tickets did not get reduced:
These are my settings:
select all tickets that are closed more than 2 weeks ago:
and archive the selected tickets:
i have it set to execute every minute since 2 days now:
but the number of affected tickets did not get reduced:
These are my settings:
select all tickets that are closed more than 2 weeks ago:
and archive the selected tickets:
Znuny 6.5.3
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- Administrator
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Re: Don't open tickets that are closed for more than 2 weeks
Hi,
What's your Archive search option in the "Select Tickets" section?
- Roy
What's your Archive search option in the "Select Tickets" section?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Don't open tickets that are closed for more than 2 weeks
It was set to "All tickets". I now set it to "Unarchived tickets".
Znuny 6.5.3
Re: Don't open tickets that are closed for more than 2 weeks
Everything works now, except that new mails that arrive at archived tickets don't create a new ticket, but rather just go into the same (archived) ticket:
Znuny 6.5.3
Re: Don't open tickets that are closed for more than 2 weeks
Hi,
any update on this?
it seems like the archive feature doesn't work like its intended for me..
thanks in advance
Jascha Johnsen
any update on this?
it seems like the archive feature doesn't work like its intended for me..
thanks in advance
Jascha Johnsen
Znuny 6.5.3
Re: Don't open tickets that are closed for more than 2 weeks
Hi,
archiving does not prevent from re-opening.
you additionally have to move them in another queue with setting "follow-up-option" = "reject"
Florian
archiving does not prevent from re-opening.
you additionally have to move them in another queue with setting "follow-up-option" = "reject"
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.