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Ticket Are Not Closed Auto

Blesta Addons

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Tyson Newbie

Tyson

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Posted

I tested the auto-close feature and found that it is working correctly in my dev environment.

 

The criteria for closing a ticket is pretty simple, but you should double-check these settings:

  1. The ticket belongs to a support department that has the setting Automatically Close Tickets set to a value other than "-- Never --".
  2. The ticket should have no replies to it since at least that many days.
  3. The last reply to the ticket should be by a staff member.
  4. The ticket should be set to a status that is neither "In Progress" nor "Closed".

You can try running the following query to see if you get any results. It will tell you the ID of the tickets that should be closed. You may need to adjust the department ID and the date of the support replies to match your settings.

SELECT `support_tickets`.`id`
FROM `support_replies`
INNER JOIN `support_tickets` ON `support_replies`.`ticket_id` = `support_tickets`.`id`
WHERE `support_replies`.`id` IN
	(
		SELECT MAX(`support_replies`.`id`)
		FROM `support_replies`
		WHERE `support_replies`.`ticket_id` = `support_tickets`.`id`
		AND `support_replies`.`type` = 'reply'
	)
AND `support_tickets`.`department_id` = 1
AND `support_tickets`.`status` != 'in_progress'
AND `support_tickets`.`status` != 'closed'
AND `support_replies`.`type` = 'reply'
AND `support_replies`.`staff_id` IS NOT NULL
AND `support_replies`.`date_added` <= '2016-04-16 00:00:00';

If you receive results from this query, but the cron still does not close the tickets, there may be an error validating the ticket on edit in SupportManagerTickets::edit. You may have to temporarily update that file to write all Input errors to a file so you can determine what may have failed to process.

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Blesta Addons Contributor

Blesta Addons

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back to this subject ..

 

ticket are not auto closed . the cron is working well . the settings Automatically Close Tickets ar set to 3 days .

 

i have tickets that are last reply from staff more than 5 days .and still open .

5 d 12 hr 19 min by XXX CCCCC (this is a staff)
5 d 3 hr 36 min by Support Technique (this is a staff)

any thing i have missed in settings  ?

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Paul Community Regular

Paul

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Posted

enabled, every 6 hours .

Task Last Ran: Apr 13, 2016 7:05:02 PM

 

I'm not sure then, our tickets are auto closing. Are you using the official Support Manager plugin, or the "Pro" version from PauloV?

 

Maybe one of the guys can provide a query that it uses to fetch tickets to close and see if that returns anything.

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