Forum Discussion

Costas Fakebook's avatar
Costas Fakebook
New Member
9 years ago

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

Senario: A customer creates an incident. Admin asks with a comment for further clarification in order to help him, and customer never replies.  I am trying to find the best solution for closing/res...
Question
Mary Forbes's avatar
Mary Forbes
Active Contributor
8 years ago
How does setting up the trigger, report and action impact mean time to resolved?  How does this impact the SLA time?  Does the clock stop when you moved to resolved status?  I noticed on some test ones it does.  It is now impacting the mean time to resolve calculation since the final resolved date/time now reflects when the no response trigger action was taken (after 7 days).  We track MTTR and holding a ticket open waiting for a respone will impact it negatively.