Automaticaly close or resolve incidents if there is no reply from cutomer

I managed to make it work. 

I created 2 customs “Not Resolved” statuses, that will help us sort unresponsive incidents from customers and then force them to close them if there is no reply from the customer. 

 

Not Resolved – With Administrator

Not Resolved – With Customer

 

By default, new incidents go under “Not Resolved – With Administrator” and when you request input from the customer you have to switch it to “With Customer”

 

If the customer does not reply to the administrator within 48 hours, a comment will be added to the incident and the next day the incident will be closed as not resolved. 

incidents with the status “Not Resolved – With Customer” and were last active 2 days ago, a comment will be added by the system and also Prepend the titles with “NR:” No Reply

After 24 hours, if there is no reply from the Customer the incident will automatically changed to close with the resolution message “Resolved – No Reply”