Ticket Auto Close

paulc

Hello good people!

I'm new to OSticket (coming from an over complex OTRS system).

I'm looking for a way on 'post reply' to say

"Auto Close this ticket in x hours/days if no further response is made"

I would invisage this as a checkbox (maybe defaultable on/off in settings), an input field to say how many hours/days and a combo box to select hours/days. Both the input fields could have a default value, but over-typable

Forgive me if there is already a MOD for this as I've not yet found one.

If the MOD doesn't exsit is there someplace I can make the feature request?

Kind regards

Paul

PRedmond

Hi Paul,

Would you be happy with a mod which IMMEDIATELY auto-closed the ticket when you replied?? Bear in mind that the ticket would automatically be re-opened if the user replied again...

I have been thinking about creating such a mod myself, so I'll post it here in the next day or two.

Cheers,

Pat

paulc

Hi Pat,

After a sleep I have thought about this a bit more. Scenario:

Customer has a broadband fault, they call in

Tech support add a new ticket

We make several notes, tests.

We get the broadband working again, but we want to keep an eye on it for a few days.

- The ticket will float about in the queue and we'll hopefully check it once or twice.

If after 5 days nothing has been added to the ticket - ie customer is 100% happy and we found no other fault, then the ticket auto closes.

The user is advised that the ticket (fault) has now closed, but can be reopened.

I your suggestion of auto close immediately would work some way towards this, so yeah... I'll try that MOD :-)

paulc

A further thought...

If after x time then the ticket automatically moves to 'billing' dept.

PRedmond

Well, auto-closing on staff response seems to be simple enough:

Open include/class.ticket.php and find the close function:

//Insert Staff Reply

function postResponse($msgid,$response,$signature='none',$attachment=false,$canalert=true){

Scroll to the end of the function, which looks like this:

}else{

//We have a big problem...alert admin...

$msg='Problems fetching response template for ticket#'.$this->getId().' Possible config error - template #'.$tplId;

Sys:('System Error',$msg);

}

return $resp_id;

endif;

return 0;

}

immediately before return $resp_id; add $this->close();

Now whenever a staff member replies to a ticket, the ticket will be closed, even if the staff member replies via email. The ticket will be re-opened if the user replies.

It would be possible to create an option to turn this on or off from the control panel. I won't do that now, unless someone is particularly interested in that.

How would you set this to delay for a period of time before auto-closing? Hmm, good question. I imagine you would have to make use of cron, which is disabled on my server. Perhaps you could have tickets re-assigned to another department, and then tickets in that department could be viewed seperately??

Alternatively, we could add a button to the admin panel so when the button is clicked, all tickets older than a certain date would be closed. I suppose it would be possible to set it up so that the script would be run everytime a user logged in, which would be essentially automating it without cron. Hmm, now I am thinking it is possible...

... I'll have to pull some more code apart to find what to do... leave it with me for a day or so.

PRedmond

Do you want ALL tickets to be automatically closed after a certain period of inactivity?

DaSilva

Yeah, I think that is what he wants.

It should be possible to use the cron job for this.

PRedmond

Just wanted to check that adding another status won't cause any issues elsewhere in osTicket:

ALTER TABLE ost_ticket MODIFY status enum('open', 'closed', 'pending')

I am thinking it shouldn't, but it would be nice to get confirmation BEFORE someone has issues!! It works OK for me at the moment.

bhoward

Hello. =)

I had a thought kinda similar to paulc's.

Let's say a customer asked for assistance, and:

-Each time a staff member corresponds with them, I want the bottom of the message (maybe the signature area) to say "If this issue has been resolved, please click here."

-When they finally click the link, they'll receive an email with billing methods/instructions. After their payment has been processed, a second email will be sent: it'll thank them, and then close the ticket.

...Is this possible? These two links will be similar to the "verification" emails you get when you join a forum: you click this link, and it automatically tells the system to send a "Welcome!" email.

Thanks in advance, and sorry if I asked too much. =)

PRedmond

Well, this is a little hackish, but should get the job done. It could be done more gracefully with CRON, however I cannot access this on my current server, and hence cannot test to see if it would work...

Add 'pending' to the status field in mysql database using

ALTER TABLE ost_ticket MODIFY status enum('open', 'closed', 'pending')

Open scp/login.php

Find:

session_write_close();

session_regenerate_id();

Add immediately below it:

// define OSTSCPINC to make includes happy - this does happen later, but needs to happen before preLogin.php

define("OSTSCPINC",TRUE); //Make includes happy!

// do tasks prior to redirecting

include_once(INCLUDE_DIR.'staff/preLogin.php');

New file named include/staff/preLogin.php with:

<?php

if(!defined('OSTSCPINC') || !is_object($thisuser)) { die('Kwaheri'); }

// run script to mark pending tickets older than "X days" as closed

include_once(INCLUDE_DIR.'staff/autoClose.php');

?>

New file named include/staff/autoClose.php with:

<?php

if(!defined('OSTSCPINC') || !is_object($thisuser)) die('Kwaheri.');

include_once(INCLUDE_DIR.'class.ticket.php');

// select all tickets marked as 'pending' where updated is older than 5 days ago

$sql = "SELECT ticket_id FROM " . TICKET_TABLE;

$sql .= " WHERE status = 'pending'";

$sql .= " AND updated <= '" . date("Y-m-d", strtotime('-5 days')) . " 00'";

$old_pending_tickets = db_query($sql) or die("Query Error: " . mysql_error());

// for each record, mark as closed

while ($pendingTicket = mysql_fetch_array($old_pending_tickets)) {

$ticket = new Ticket(2);

$ticket->close();

}

?>

It would be possible to put the code from autoClose.php directly into login.php, but I think this will make it easier to troubleshoot errors - easier for me anyway!! ;)

strtotime('-5 days') is where you define how many days the ticket will sit at 'pending'.

Now find in scp/tickets.php

$nav->addSubMenu(array('desc'=>'Closed Tickets','title'=>'Closed Tickets', 'href'=>'tickets.php?status=closed', 'iconclass'=>'closedTickets'));

and below it add

$nav->addSubMenu(array('desc'=>'Pending Tickets','title'=>'Pending Tickets', 'href'=>'tickets.php?status=pending', 'iconclass'=>'closedTickets'));

This will give you a 'Pending Tickets" button on the admin screen. The bad news is I can't get any pending tickets to show up... Might need some more experienced help with this!!

I have changed tickets.php:

//$statusKeys=array('open'=>'Open','Reopen'=>'Open','Close'=>'Closed'); $statusKeys=array('open'=>'Open','Reopen'=>'Open','Close'=>'Closed','pending'=>'pending');

Now open include/staff/tickets.inc.php, and find:

$status=null;

switch(strtolower($_REQUEST)){ //Status is overloaded

case 'open':

$status='open';

break;

Add case 'pending':

$status='pending';

break;

Now you are done, and you should be able to view a list of pending tickets!!

paulc

Do you want ALL tickets to be automatically closed after a certain period of inactivity?

I don't think so. I imagined it to be an option when replying. Closing all tickets might be useful for someone else.

I wanted the auto-close to be optional per ticket, and by default off

PRedmond

OK, mod is now working so that all tickets automatically do into pending, and after a pre-defined period are marked closed.

Making it optional will require a few further modifications. Will work on that in the next few days, and post back.

colani

A slightly different take on PRedmond's excellent contribution that I've implemented.

Without wanting to introduce a "pending" status, the SQL statement in autoClose.php in this implementation searches for open tickets which were answered more than X days ago but not had a follow-up message posted i.e. it assumes that the customer is satisfied with the response and doesn't want any follow-up support.

Open scp/login.php

Find:

session_write_close();

session_regenerate_id();

Add immediately below it:

// define OSTSCPINC to make includes happy - this does happen later, but needs to happen before preLogin.php

define("OSTSCPINC",TRUE); //Make includes happy!

// do tasks prior to redirecting

include_once(INCLUDE_DIR.'staff/preLogin.php');

New file named include/staff/preLogin.php with:

<?php

if(!defined('OSTSCPINC')) { die('Kwaheri'); }

// run script to mark pending tickets older than "X days" as closed

include_once(INCLUDE_DIR.'staff/autoClose.php');

?>

New file named include/staff/autoClose.php with:

<?php

if(!defined('OSTSCPINC')) die('Kwaheri');

include_once(INCLUDE_DIR.'class.ticket.php');

// select all tickets marked as 'answered' where response is older than 5 days ago, and no message in return

$sql = "SELECT ticket_id FROM " . TICKET_TABLE;

$sql .= " WHERE status = 'open'";

$sql .= " AND isanswered = 1";

$sql .= " AND lastresponse <= '" . date("Y-m-d", strtotime('-5 days')) . " 00'";

$sql .= " AND lastmessage < lastresponse";

$old_answered_tickets = db_query($sql) or die("Query Error: " . mysql_error());

// for each record, mark as closed

while ($answeredTicket = mysql_fetch_array($old_answered_tickets)) {

$ticket = new Ticket($answeredTicket);

$ticket->close();

}?>

Synymy

Hi!

I tried this Mod, but after implementing it, new tickets will not be shown in the Staff Ticketview.

If I have a look at the DB-Table ost_ticket, the ticket is created, but the Status is not filled.

Did I something wrong?!

Thanks for Help!

Greetings, Syn

logicidea

Nice mode! Would be good if an email could be sent out to the customer informing them their ticket has been closed for inactivity. Would that be possible as well?

Quemlar

Works great. Is there a quick way to add a note:

"Ticket closed automatically. No response received after X days" or similar.

I don't need a pending etc. Just want the ticket closed if the customer doesn't get back to us after X days.

mesutgl

"Ticket closed automatically. No response received after X days" or similar.

any solution for this?