Jitbit Helpdesk - Set tickets to auto-close (if no update recevied within X amount of time) : Ideas forum

New Suggested 10/20/2023 by Nick Canale

1

votes

Set tickets to auto-close (if no update recevied within X amount of time)

I am looking for some method of "set a ticket to auto close after X amount of time UNLESS the ticket receives an update from tech or user". I know this can be done via automation rule but that is all-inclusive. I would be looking to do this on a ticket by ticket level. Essentially any update to the ticket after it is set to auto-close negates the auto-close.

auto close autoclose

Eric Seelye 11/3/2023 11:21 AM

I'm just another user (not representing JitBit) but it crossed my mind that might be able to accomplish this with a custom check box field and then the automation rule would only run against open tickets when that check box is true. I like that idea. I'm might steal it! :)

Nick Canale 11/3/2023 11:29 AM

I like your idea but the checkbox would need to "uncheck itself" if the ticket receives any form of update after the box was checked.

Eric Seelye 11/3/2023 11:51 AM

Isn't that possible with the "Set Custom Field Value" Action?

Nick Canale 11/3/2023 11:54 AM

I have never experimented with custom fields. I will give this a shot either today or next week and report back. I sincerely appreciate the info and suggestion.