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Forum Discussion
Automaticaly close or resolve incidents if there is no reply from cutomer
Senario: A customer creates an incident. Admin asks with a comment for further clarification in order to help him, and customer never replies.
I am trying to find the best solution for closing/resolving incidents, that the customer did not reply. I want the customer to get notified, after a certain period of time, inform the customer that if you do not reply, we will consider the incident as closed or resolved.
Thank you
I am trying to find the best solution for closing/resolving incidents, that the customer did not reply. I want the customer to get notified, after a certain period of time, inform the customer that if you do not reply, we will consider the incident as closed or resolved.
Thank you
13 Replies
- How does setting up the trigger, report and action impact mean time to resolved? How does this impact the SLA time? Does the clock stop when you moved to resolved status? I noticed on some test ones it does. It is now impacting the mean time to resolve calculation since the final resolved date/time now reflects when the no response trigger action was taken (after 7 days). We track MTTR and holding a ticket open waiting for a respone will impact it negatively.
- Thanks. I like the logic for this!
- I managed to make it work.
I created 2 customs “Not Resolved” statuses, that will help us sort unresponsive incidents from customers and then force them to close them if there is no reply from the customer.Not Resolved – With Administrator
Not Resolved – With Customer
By default, new incidents go under “Not Resolved – With Administrator” and when you request input from the customer you have to switch it to “With Customer”
If the customer does not reply to the administrator within 48 hours, a comment will be added to the incident and the next day the incident will be closed as not resolved.
incidents with the status “Not Resolved – With Customer” and were last active 2 days ago, a comment will be added by the system and also Prepend the titles with “NR:” No Reply
After 24 hours, if there is no reply from the Customer the incident will automatically changed to close with the resolution message “Resolved – No Reply”
- Hi there,
I'm sorry for the delayed response. At this time, it is not possible to to auto-close an incident if the ticket goes unresponsive, but I have changed this thread to an 'Idea' so that it can collect more votes towards a future Service Desk enhancement.
- Has anyone found a way around this? Thinking I will have to have each technician build/save this report to run on the tickets where they are the assignee for the closed by to reflect their name.
- I managed to get this working with scheduled mass actions on the reports.
Now my issue is the System Generated comment inserted by the Action Schedule which shows the user's name "updated by" the user which setup the report to run. Is there a way to change this to show updated as System Generated? - What you should do in order to fully understand non configurable and configurable notifications is create a sandbox service to use as your lab. This works great for testing before you enable a change in your live services.
- I don't think that actually does anything though. Customers and watchlisted are sent CLOSED mail notifications by default. That notification cannot be configured or turned off.
- You could try adding that to the mass action on your report using the add comment option, then check to notify customer.
- Are you able to create a setting in GoToAssist to send an email out to the customer with predefined message when the incident is closed by the trigger?
