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mukesh

automatic ticket not closed

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Was the admin or client last to respond? If the client was last to respond, it will not automatically close the ticket as it expects it's waiting for staff to respond. This prevents clients from opening a ticket, not getting a reply, having their ticket auto-closed, and talking bad about you on social media :blesta:

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5 minutes ago, Paul said:

Was the admin or client last to respond? If the client was last to respond, it will not automatically close the ticket as it expects it's waiting for staff to respond. This prevents clients from opening a ticket, not getting a reply, having their ticket auto-closed, and talking bad about you on social media :blesta:

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It sounds like it should be closing it then if:

  • The department is set to close tickets after 2 days
  • A staff member was last to reply
  • Your cron is running the task every 6 hours

What you could do is see if there are any errors. You can disable your cron job before it processes that task again, and then run it manually under Settings > System > Automation with error reporting enabled.

To enable error reporting, edit /config/blesta.php and change Configure::errorReporting(0); to Configure::errorReporting(-1); You may also wish to enable System Debug. To do so, change Configure::set("System.debug", false); to Configure::set("System.debug", true);

Be sure to change this back when you're done. ESPECIALLY System.debug. System.debug is known to sometimes cause licensing issues if left enabled.

 

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