Auto-close resolved ticket after time has passed - how?

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m.vincer
m.vincer Member Posts: 13 ✭✭
edited December 2023 in Helpdesk

Hey!

Our ticket process essentially boils down to:

  1. Receive problem ticket
  2. Triage
  3. Fix problem & Verify
  4. Mark as resolved

We'd like to close off "resolved" tickets automatically, after say… 10 days or so of it being in the "resolved" state. Is this possible?

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Comments

  • jstewart
    jstewart Member Posts: 18 ✭✭
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    ticket_rules.png

    Heya…

    Have a look at the rules i created for inactive tickets, you can build on this to automatically close them too.

    Cheers.

  • m.vincer
    m.vincer Member Posts: 13 ✭✭
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    Hi!

    Thanks for this - I've just had a chance to implement it. I'll see how it goes!

  • m.vincer
    m.vincer Member Posts: 13 ✭✭
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    I've left it for a few days but unfortunately doesn't seem to autoclose any tickets. I've also found the exact thing I needed on the documentation (last one on the list) but my rule is set up exactly the same as there.

    I'll log a support ticket.

  • rytis
    rytis Member Posts: 1 ✭
    edited August 2023
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    This config works for me.

    Atera.png

    Check, if trigger is "Ticket Closde/Resolved"

  • m.vincer
    m.vincer Member Posts: 13 ✭✭
    edited August 2023
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    You know what @Rytis I've just noticed in your screenshot your trigger is "ticket closed/resolved" (before even reading you suggested it!) - this aligns with the documentation too, I missed it. Mine was "ticket status changed".

    I'll try this! ty.

  • sarah+success
    sarah+success Administrator Posts: 70 admin
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    Hey @@ , Sarah from Atera here.

    Please update if this is working now for you, otherwise you are correct in opening a support ticket!

    And of course, thanks @jstewart and @Rytis for sharing the ticket automation rules you both use! Love to see community members helping each other 🔥🤩

  • m.vincer
    m.vincer Member Posts: 13 ✭✭
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    Delayed response, but I can confirm this does indeed work!

    Thanks all.

  • nina
    nina Administrator Posts: 428 admin
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    https://community.atera.com/discussion/comment/812#Comment_812

    Happy to hear it!

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