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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
- 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.
- 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.
- I think you can set up a trigger in Service Desk settings to do this
