Closing a ticket after 21 days

[TudorSmith]

Hi,

Is it possible to automatically close a ticket?

I'm thinking "Macro's", but they seem to only apply to "Mailing, Faxing, Paging and stopping a clock".

Basically, a ticket can become "Resolved" (problem.status = "Resolved&quot. When this happens, the updated.date is captured. I'd like the system to compare the current date with the resolved ticket's Updated.Date, and if it is greater then 21 days, the ticket should be closed (problem.status = "Closed", and the "Satisfied" flag set to true).

Can all of this be done using a macro and if so, how? Or if not, is there a way to do it?

Any help appreciated.

Thanks

birklea birklea ~©¿©~ <><
I know what I know...don't presume that I know what I don't! Smithism!!!

 

[eisefr]

That could be done through a event.
In this event the problem.status would have to change to 'Closed'.

That should be possible.

With macros... I don't think so. Bye from Germany..
Frank

 

[TudorSmith]

Thank you.

I have never used &quot;Events&quot;. Is this difficult? birklea ~©¿©~ <><
I know what I know...don't presume that I know what I don't! Smithism!!!

 

[eisefr]

Its a little different. But VERY powerful! When you know how to use them.. you can really do ALOT with that!

I would tell you more a little.. but i am 8 Minutes away from my 2 weeks vacations! ))))))))))

Bye from Germany..
Frank

 

[patcasey]

Briklea,

Macro's only run when a ticket is acted upon by some agency, so there's no way to set one up that, for example, runs in 21 days.

You can set one up that will run the first time the ticket is acted upon *after* 21 days, but somebody or something has to touch the ticket to make the macro run.

I cna think of a half dozen ways to do this, but its hard to specify one without knowing more details of what you're trying to do. The first two that popped into my head were:

1) ServiceCenter has a build in alert mechanism. The deadline alert feature is based on clock time since the ticket was opened. You could set up the deadline alert on each category to fire after 21 days, and then set the cooresponding expression to set the status field to closed. If I remember the code correctly though, this sort of mechanism won't necessarily cause the full ticket close cascade to take place e.g. it'll close all right, but you might not get your on-close format control to fire, etc.

2) You could go the more complicated route of putting an event of category pmc in event in with an expiration 21 days from the present. The easiest way to do this is usually with a call to axces.write in the subroutines section of the problem.<category>.open format control.

If neither of these seem practical, there are also third party utilities to simplify this sort of thing like

http://www.jcube.com/if_overview.html.

If you go that route, of course, you have to pay for the utility.