View Issue Details
| ID | Project | Category | View Status | Date Submitted | Last Update |
|---|---|---|---|---|---|
| 0002026 | Composr | tickets | public | 2015-08-31 11:21 | 2015-09-01 20:10 |
| Reporter | Chris Graham | Assigned To | |||
| Severity | Feature-request | ||||
| Status | non-assigned | Resolution | open | ||
| Product Version | |||||
| Fixed in Version | |||||
| Summary | 0002026: Automatic ticket closing and escalation | ||||
| Description | If a ticket is open and the last reply was by the ticket owner and there's been no activity within 'A' days, a new notification is sent to the staff saying so, and after 'B' days a notification sent to the poster thanking for patience and saying it has been escalated. The 'A' and 'B' numbers are configurable per ticket type. It is recommended to make 'B' slightly higher than 'A', just in case the staff decide the ticket should have been closed or if they're intentionally trying to only respond after a particular time gap (SLA levels). If a ticket is open, with no posts in 'X' days, and the last post by staff, a notification is sent to the last ticket owner saying it will automatically be closed in 'Y' days. A notification will be sent after 'Y' days to the ticket owner saying it has been automatically closed due to inactivity. The 'X' and 'Y' numbers are configurable per ticket type. None of the above happens if a ticket has been set with an 'on hold' status. We therefore need to add a 'ticket status' field for tickets, with 'on hold' and 'active' as values. Look at other ticket/tracker systems to see what other statuses are common. | ||||
| Tags | No tags attached. | ||||
| Time estimation (hours) | 16 | ||||
| Sponsorship open | |||||
