Automatic ticket resolution

Hello,

I was wondering if it’s possible to set a ticket to resolve itself
automatically after a given timeframe expires. For example, I’ve
placed tickets with some of my vendors, and they always tell me
"we’ll keep this ticket open for 24 hours just in case you want to re-
explore this issue" or something similar. Any ideas?

Regards,
Bryce Porter
ShellShark Networks
Owner
ShellShark Networks
151 Shadoway Dr.
East Peoria, IL 61611

p. 309.698.5584 x103
f. 425.606.3294
e. bryce@shellshark.net
w. www.shellshark.net

I was wondering if it’s possible to set a ticket to resolve itself
automatically after a given timeframe expires. For example, I’ve
placed tickets with some of my vendors, and they always tell me
"we’ll keep this ticket open for 24 hours just in case you want to re-
explore this issue" or something similar. Any ideas?

Well, in a tracker I did for roundup, I just added a date and action
(state field) so that you coul specify a date on which the state (and
an optional message) were appended to the ticket. Then I used a cron
job to scan for dates that matched the current day and executed the
actions.

Something similar could be done in rt by adding a couple of custom
fields. It’s sort of the same idea as escallation. Set the fields and
have an external cron job perform the action.

I don’t know of anything ready out of the box though.

			-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-643-9300 x 111