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

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.

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.

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?

You could try adding that to the mass action on your report using the add comment option, then check to notify customer.

Automaticaly close or resolve incidents if there is no reply from cutomer

Daedalus1
New Member
9 years ago
I think you can set up a trigger in Service Desk settings to do this
rob111
Active Contributor
9 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.
Bcshay
Active Contributor
9 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.
Sara111
New Member
9 years ago
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?
rob111
Active Contributor
9 years ago
You could try adding that to the mass action on your report using the add comment option, then check to notify customer.
Bcshay
Active Contributor
9 years ago
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.
Bcshay
Active Contributor
9 years ago
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.
Costas Fakebook
New Member
9 years ago
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?
Mary Forbes
Active Contributor
8 years ago
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.
AshC
Retired GoTo Contributor
8 years ago
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.