Create a script that run via cron , which looks for tickets in a particular status and if the last update was over 5 days , then get the scripts to resolve the ticket.
Over here we added a new status ‘completed’, once we think the issue is fixed we ask the customer to confirm if they feel the issue is fixed , and resolve the ticket, but the same as it happens with you, most customers do not respond back, for that we have a scripts that runs every day looking for tickets in ‘completed’ status, and for any that have not been updated for over 7 days, we auto resolve.
RoyFrom: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Rithy R
Sent: 09 June 2011 05:14
Subject: [rt-users] Problem with aging tickets
We are going to implement a new policy. If we replied requester that the solution found and we solved their problem user must response back that everything is okay. The problem is most of user don’t response back and we cannot close that ticket without their acknowledgement, how can we close those ticket automatically in 5 days or so?