Script for AutoResolving after X days?

RT Users
1

Hi!

I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen?
I looked on the contributions-page but could not find anything suitable…

Best Wishes

Johan Sundström / IT-Ansvarig
090-163951
Västerbottens museum
www.vbm.se

2

Hi Johan

I don’t know how to do this but I would be interested also – however I think
you would want to have a specific ‘STATUS’ e.g. Awaiting Closure for this
otherwise you may get tickets closed when you were in a correspondence trail
with a customer.

Sally

Sally Ainsley | Lifecycle Software |From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Johan Sundström
Sent: 23 April 2015 12:35
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script for AutoResolving after X days?

Hi!

I would like to be able to auto-resolve tickets i have replyied to if i dont
get a response from the user in X days. Anyone know of a script to make this
happen?

I looked on the contributions-page but could not find anything suitable…

Best Wishes

Johan Sundström / IT-Ansvarig

090-163951

Västerbottens museum

www.vbm.se http://www.vbm.se

3

True… If i could set a status when I’m done, and “maybe” the user is going to respond, but not sure, that would be best.

Possible scenario now is:

1: I receive ticket.
2: I fix the problem
3: notify user
4: I resolve ticket
5: User reply, “Thanks!”
6: Ticket re-opens.
7: I have to resolve it again…

So, some kind of auto-resolve after X days if status it set to X would definitely be nice!

/J

Johan Sundström / IT-Ansvarig
090-163951
Västerbottens museum
www.vbm.se

Från: Sally Ainsley <sally.ainsley@lifecycle-software.commailto:sally.ainsley@lifecycle-software.com>
Datum: torsdag den 23 april 2015 v.17 13:56
Till: Johan Sundström <johan.sundstrom@vbm.semailto:johan.sundstrom@vbm.se>, “rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com” <rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com>
Ämne: RE: [rt-users] Script for AutoResolving after X days?

Hi Johan

I don’t know how to do this but I would be interested also - however I think you would want to have a specific ‘STATUS’ e.g. Awaiting Closure for this otherwise you may get tickets closed when you were in a correspondence trail with a customer.

Sally

Sally Ainsley | Lifecycle Software |From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Johan Sundström
Sent: 23 April 2015 12:35
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Script for AutoResolving after X days?

Hi!

I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen?
I looked on the contributions-page but could not find anything suitable…

Best Wishes

Johan Sundström / IT-Ansvarig
090-163951
Västerbottens museum
www.vbm.sehttp://www.vbm.se

4

“Johan Sundström” Johan.Sundstrom@vbm.se schreef op 23 april 2015 13:35:12 CEST:

Hi!

I would like to be able to auto-resolve tickets i have replyied to if i
dont get a response from the user in X days. Anyone know of a script to
make this happen?
I looked on the contributions-page but could not find anything
suitable…

Have a look at rt-crontool. There are a couple of nice examples on the bestpractical website in the docs section about automating RT.

Joop