Right now we have Open, Resolved and Pending. Would be nice to label one as abandoned after 1) x time no response (if last response isn't staff) 2) manually mark it.
The way we handle this is once 14 days go by, tickets with the status 'on hold' are automatically set to 'closed' status.
This is handled through escalations: Tickets - Escalations: Automatically close tickets that receive no response
It should be easy to add a special status for this and use escalations to make it work the way you need.
I think your request is already implemented.
The way we handle this is once 14 days go by, tickets with the status 'on hold' are automatically set to 'closed' status.
This is handled through escalations: Tickets - Escalations: Automatically close tickets that receive no response
It should be easy to add a special status for this and use escalations to make it work the way you need.
I think your request is already implemented.
Pretty much this though. The escalation system is designed to handle cases like this automatically. I've made some large scale improvements to it in the current build so it'll be ideal for this.
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