Automatically mark tickets as done not working

[xep22]

hi,

I'm really new to HESK and the first ticket is now over 15 days without answer of customer or me. but I set up that HESK will close tickets after 14 days of no answer. why its still "waiting für customer answer" ? any idea ?

[Klemen]

Try logging out of Hesk then login again; currently old tickets are closed only when staff logs in and only for tickets with the waiting for reply by customer status.

[xep22]

still not closed. I did some changes like in hesk_imap.php in "Set category ID where new tickets will be submitted to", maybe thats the reason ? in which file is the auto-close defined ?

[Klemen]

Not sure, could be a problem if you changed the way Hesk handles statuses.

See admin/index.php for the code, look under

Code: Select all

Close any old tickets here so Cron jobs aren't necessary

[xep22]

ah ok found it, because its checking if ticket is status 2...