Solved: Refuse Ticket Re-open

[RBehr]

A closed ticket re-opens when it receives an e-mail. Is it possible to set a maximum age for a ticket such that a ticket which has been closed for, say, six months, will not re-open but instead send an automatic response back to the customer asking them to contact the correct e-mail address?

[crythias]

After all the times I've said to use "pending autoclose", it occurs to me that another option is to change the queue after 6 months to one that rejects tickets.

[RBehr]

Or, on that theme, could a GenericAgent job be set based on the closed date? The job could move the ticket to the "Closed" queue. Would that be possible?

[crythias]

That generic agent move is exactly what I was thinking. It only happens once per day, but the only down side that I can see is that it'll modify the "last changed" date (not the "when closed", but "last changed") simply because of logging when the move occurred.

[RBehr]

So long as "when closed" remains constant.

Incidentally, when a ticket is re-opened, what happens to the closed date?

[crythias]

I believe closed is last time the ticket was marked closed, regardless of what else has happened to the ticket. that means a reopened and reclosed<-- ticket could possibly take 6 months to close.

[RBehr]

Yeah - that's what I was thinking. Okay, I think I have enough to be getting on with. Many thanks for the assist.