Forum Discussion

Costas Fakebook's avatar
Costas Fakebook
New Member
9 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 
Question
  • Costas Fakebook's avatar
    Costas Fakebook
    New Member
    8 years ago
    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”

     


  • Mary Forbes's avatar
    Mary Forbes
    Active Contributor
    8 years ago
    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.