Auto close tickets after X days with no activity?

Mesi

Hi,
Is there a way to aoutclose tickets that hasn't been update from a while (and a ticket autoclosed mail to client)?...like 10 days after last activity?

thanks

ntozier

This is not a feature in osTicket at this time.

There is this third party plugin that does that. I do not know if it works with current versions though.
https://github.com/clonemeagain/plugin-autocloser

Mesi

ntozier Thanks, i'm looking the plugin but seems to be outdated and doesn't work. I'll make an issue to ask te developer about it.

alichakery

I have a question from the core developer team of osTicket, I wonder why the auto-close feature is not implemented in your system after all this time and so many requests ?

We receive many useless delayed SLA reports because of this issue and I believe this is the time that this feature should be implemented into osTicket.

ntozier

alichakery I have a question from the core developer team of osTicket, I wonder why the auto-close feature is not implemented in your system after all this time and so many requests ?

I think that you mean "for" not "from".

I would hazard a quest that probably because there are plugins that do this already.

alichakery

ntozier

Yes, but please not that all the plugins offering this function are old and this can be a security risk for us. Always having a built in option is more reliable and logical for an important script such as osTicket. Because we have sensitive information of our customers in our system and we try to avoid thirdparty plugins (specially when they are outdated) as much as possible.

mbanyard

We have written the Auto-Close Answered Tickets functionality into a new branch of osTicket and submitted a Merge Request here https://github.com/osTicket/osTicket/pull/6051

This feature now allows you to automatically close answered tickets after the required number of days and can be set per department.

We have also created a new email template which you can also enable or disable per department that sends an auto response when a ticket is closed.

The new feature will be in the Admin Panel > Agents > Departments > [Department Name] under the Autoresponder Settings section.

The mail template for the email can be found in Admin Panel > Emails > Templates The template is in the Ticket End-User Email Templates section and is called Closed Ticket Auto-reply

Anyone interested in getting this merged into the core of osTicket please can you comment on this in the Pull Request which can be found here - https://github.com/osTicket/osTicket/pull/6051
If can't wait for the changes to be merged or if the pull request does not get enough momentum you can download it here - https://github.com/datatecuk/osTicket/tree/Auto-Close-Answered-Tickets

Hopefully with enough people asking for it over the years and responding on the Pull Request the project developers will merge it into the core.

kjcm09

mbanyard Hi, how can we install the plugin of this auto-close?