Hello,

This topic may have been discussed before, but I could not find anything on it, when I did a search.

I'm new to osTicket, and I'd like to know how osTicket can be configured to Automatically transfer open tickets to another team, department, or agent, if it has been left unattended , or unresolved/open beyond a specific period, from the time it was created.

I'm still learning my way around osTicket, so detailed steps would be much appreciated..

This is not a feature at this time.

oh sorry, I assumed such a basic feature would be present in osTicket ..bummer..

Say, can it be added via a custom-code, and if yes, would someone be able to guide me... ?

You can monitor the status in the database and perform a subsequent conversion.
Do you know SQL?

    PavelH

    Hi,

    Thanks for your response, and suggestion - I have a knowledge of most basic SQL queries & statements.

    However, the part where you suggest_monitoring the status & performing a subsequent conversion_ is something I'm clueless about .. Please elaborate more on it ..

      All you need to do is work with the table ost_ticket.

      Monitoring
      Compare the date in the column LastUpdate with today date. If the difference is greater than expected, you can make the transfer.

      Transfer
      To department: Change the ID in the dept_id column to the required one
      To agent: Change the ID in the staff_id column to the required one
      To team: Change the ID in the team_id column to the required one

      Of course, changes will not be recorded in individual tickets.

        PavelH

        Thanks .. I'll surely try it out ..

        To osTicket developers - This is a really really useful feature, and should surely considered for future versions

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