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Costas Fakebook's avatar
Costas Fakebook
New Member
10 years ago

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 
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  • Bcshay's avatar
    Bcshay
    Active Contributor
    10 years ago
    Here is how we do it. When an Incident is Resolved it will auto Close after 7 days. We give the customer time to confirm the resolution.

    Create a Report within your service and set a mass action on it.



  • rob111's avatar
    rob111
    Active Contributor
    10 years ago
    I think this is best done with a report and a mass action on that report.   You can create a status and decide how long to give the customer before you action it then just set the due date out with a trigger when that status is set.  

  • Daedalus1's avatar
    Daedalus1
    New Member
    10 years ago
    I think you can set up a trigger in Service Desk settings to do this