autoset Priority to high if staff doesnt reply after 48h

jotaro

I created this easy mod for auto-change the priority when the staff doesn't reply soon.i dont know where put this script and the correct line for execute it maybe someone can help with that.. //if past more that 48h since the last staff reply the priority change to High (if was Normal) $sql="UPDATE st_ticket__cdata, st_ticket SET st_ticket__cdata.priority='High', st_ticket__cdata.priority_id=3 WHERE st_ticket.isanswered=0 and st_ticket.lastresponse<='".$twodaysago."' AND st_ticket.ticket_id=st_ticket__cdata.ticket_id AND st_ticket__cdata.priority_id=2";//if ticket as answered by staff the priority back to Normal (if was High) $sql="UPDATE st_ticket__cdata, st_ticket SET st_ticket__cdata.priority='Normal', st_ticket__cdata.priority_id=2 WHERE st_ticket.isanswered=1 AND st_ticket.ticket_id=st_ticket__cdata.ticket_id AND st_ticket__cdata.priority_id=3";

scatt

i think you can set up a cron to run every nigth and update the tickets

DiegoZuccato

Or even every minute, if your DB can keep up with it :)Ticket escalation should really be part of the core system... Together with working hours (so that some depts are active 24h, but others can be active only 8 and tickets stop ticking outside of working hours or in the weekend).