Prevent email follow up after ticket close

[vinesh]

Hi,

Is it possible to block the option to re-opening the old ticket if it is closed successfully 3 days before?

Eg:- I used to receive emails from my vendor ticket system asking follow up within 3 days. If I haven't replied in those time frame and later if I am replying, My reply rejects saying ticket is archived and no more follow up can be made for that ticket.

[crythias]

Queue setting followup reject. Also always for you close with pending autoclose successful. But set default pending time (sysconfig) to three days worth of seconds.

[vinesh]

IF I set followup reject, if follow up to closed tickets wouldn't re-open the ticket right?

I want user to re-open the ticket in case their issue not solved with in 3 days and post 3 days they should not be able to reopen.

[crythias]

read my response again.

[vinesh]

crythias,

I got you, I made auto close with followup as Reject. I could able to change the status for auto close successfully to close successfully using a generic agent job.

Is there a way to change status from auto close successfully to close successfully with out using generic agent job ?

[crythias]

No.

The way you want to do this is to Reply/Respond to the customer that you've closed the task with the appropriate resolution. The next state is pending autoclose+. This will do all that you want. After the default number of seconds, it will set the state as Closed Successful. Until that time, it's pending... if the customer replies to it, it will go open, otherwise after the time, it will close. And at that time, the queue's reject setting will work.

Notice I didn't use Generic Agent at all on this.

If you *don't* want to send an email to the customer, then use "note" to close the ticket. Make sure next state is available (via SysConfig) and the rest is exactly as above.

Don't really try to do this with "Close" action.

[vinesh]

Pending auto close+ and auto close- working with new version 5.0.13 without generic agent job now, but I have a problem if i close the tickets with pending auto close+ or auto close- its appearing in the dashboard of agents in Escalated Tickets now....how to remove state pending auto close+ or auto close- from agents dashboard from Escalated tickets.

[wurzel]

Hi,

suspending the escalation needs additional modules for example
https://www.otrs.com/otrs-business-solu ... n-suspend/

Flo

[vinesh]

Hi

i have already installed SlaStop from Complemento on my otrs version 5.0.13 but still issue reflecting on my agents dashboard, please someone help.

[wurzel]

Hi,

you should ask the vendor for support.

Flo