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Does not want System Service to resolve tickets

  • July 14, 2022
  • 4 replies
  • 110 views
E
Contributor
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Dear IIQ community,

 

Can someone please advise how I can disable the feature that makes the system services to resolve tickets that have no activity for 5 days?

 

Thank you. 

 

Jean

 

 

Best answer by Kathryn Carter

@ekang Thank you so much for your question! 

As @jbartruff suggested, I would go into the rules section and edit the rule (under stale tickets). Instead of resolving it, you can have the rule send an email reminder if you wanted. There are some other options as well. Currently your rule in your site states that when you are “waiting on requestor” for 4 days, it marks it as “resolved.”

S

4 replies

J
Contributor
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  • jbartruff
  • Contributor
  • July 16, 2022

This may be found in the rules section. Check rules for stale tickets under Triggers.

Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • Answer
  • July 18, 2022

@ekang Thank you so much for your question! 

As @jbartruff suggested, I would go into the rules section and edit the rule (under stale tickets). Instead of resolving it, you can have the rule send an email reminder if you wanted. There are some other options as well. Currently your rule in your site states that when you are “waiting on requestor” for 4 days, it marks it as “resolved.”

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
C
Contributor
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Weird, I had to create a rule for stale tickets myself….Is this rule supposed to come OOB ?

Now I’m wondering if there are other rules that were supposed to come “out of the box” that we don’t have….

Patrick Bennett
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@Carina Burns Randolph , I can assure you that there are no ticket stale rules automatically created out “of the box”.  Each district has unique use cases and may apply filters to rules as necessary. 

Patrick Bennett - CCO
Kathryn Carter
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