Auto expiring tickets, is it possible?

RT Users
1

Hello,

We have a new customer that requested if they call in for their ticket to
be left open until close of business. I know we could just have our techs
who use RT close the ticket at the end of the day, but with all the other
stuff they are dealing with, they asked if there was a more automated way
of doing that.

So, is there a way to set a time limit on a ticket, so that it will like…
auto change to resolved state at a given time… like 5pm or something?

2

Hello,

We have a new customer that requested if they call in for their ticket to be
left open until close of business. I know we could just have our techs who
use RT close the ticket at the end of the day, but with all the other stuff
they are dealing with, they asked if there was a more automated way of doing
that.

So, is there a way to set a time limit on a ticket, so that it will like…
auto change to resolved state at a given time… like 5pm or something?

You can do this with rt-crontool. If you can construct a search query
that selects tickets that should be resolved then it’s doable without
any additional code.

Recent RT versions have SetStatus action that take status in argument.
RT::Search::FromSQL.

There are plenty of examples on wiki. Documentation of the script is good.

Best regards, Ruslan.