Don't open tickets that are closed for more than 2 weeks

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lollilol
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Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

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
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lis9
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lis9 »

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
lollilol
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

Hi,

you mean via CLI?
Image
there doesn't appear to be a command named like this
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lis9
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lis9 »

No :)
Use System Configuration. in Core->Ticket section you may find ArchiveSystem section of config options.

Daniel Lisiecki
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lollilol
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

Hi,

i found the option. Now i have this problem:
Image
Any way to push this limit?

greetings
Jascha
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Octane
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Re: Don't open tickets that are closed for more than 2 weeks

Post by Octane »

Hi,

I found this but I don't know if it is recommended to increase this limit
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Ciao
Octane
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Re: Don't open tickets that are closed for more than 2 weeks

Post by root »

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
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lollilol
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

Hi,

i have it set to execute every minute since 2 days now:
Image

but the number of affected tickets did not get reduced:
Image

These are my settings:
select all tickets that are closed more than 2 weeks ago:
Image

and archive the selected tickets:
Image
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root
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Re: Don't open tickets that are closed for more than 2 weeks

Post by root »

Hi,

What's your Archive search option in the "Select Tickets" section?

- Roy
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lollilol
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

root wrote: 09 Feb 2023, 09:27 What's your Archive search option in the "Select Tickets" section?
It was set to "All tickets". I now set it to "Unarchived tickets".
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lollilol
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

lis9 wrote: 02 Feb 2023, 09:08 The follow-ups that come to archived tickets will create new ticket
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:
Image
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lollilol
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Re: Don't open tickets that are closed for more than 2 weeks

Post by lollilol »

Hi,

any update on this?
it seems like the archive feature doesn't work like its intended for me..

thanks in advance
Jascha Johnsen
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Re: Don't open tickets that are closed for more than 2 weeks

Post by wurzel »

Hi,

archiving does not prevent from re-opening.
you additionally have to move them in another queue with setting "follow-up-option" = "reject"

Florian
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