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Automatically mark tickets as done not working
Posted: Thu Feb 17, 2022 6:04 pm
by 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 ?
Re: Automatically mark tickets as done not working
Posted: Fri Feb 18, 2022 12:37 pm
by 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.
Re: Automatically mark tickets as done not working
Posted: Fri Feb 18, 2022 3:26 pm
by 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 ?
Re: Automatically mark tickets as done not working
Posted: Sat Feb 19, 2022 11:44 am
by 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
Re: Automatically mark tickets as done not working
Posted: Sat Feb 19, 2022 6:06 pm
by xep22
ah ok found it, because its checking if ticket is status 2...