Automatic Close Issues - Kayako

techs · **Automatic Close Issues -** 02-06-2008, 07:20 PM

We turned on Automatic Close and we are having issues. The alert to the customer goes out stating if we don't get a response we are going to close the ticket and then the customer responds to the email stating they still need this ticket open and the system places the update on the ticket and then still closes the ticket like it hasn't been updated.

Need some help here as we have upset customers!

supportskins · 02-06-2008, 08:03 PM

Which version of Kayako are you using? When the client updates the ticket does the "Last Activity" value gets resetted?

techs · 02-06-2008, 08:05 PM

Product: SupportSuite
Version: 3.20.02
Build Type: STABLE
Build Date: 17 Mar 2008 06:27:34 PM

techs · 02-06-2008, 08:08 PM

I will watch the last activity and let you know. Do you have any ideas on why this is happening?

supportskins · 02-06-2008, 08:58 PM

Could be a bug, autoclose is executed after the threshhold last activity time is reached so check on the last activity time

Joost Sanders · 04-12-2008, 11:14 AM

We also are having issues on this now.
When a ticket gets status "On hold (client)" the timer starts running (3 weeks).
When we change the status to "open" in the mean time, because we want to work on the case, the counter keeps running.
So, when we put the ticket back on "On hold (client)" after 2 weeks, it does not get a reset, but closes the case after 1 week.

This is strange behaviour, the mechanism should not only look at last activity.

OR, even better, the last activity should also be updated on staff status changes, notes, etc., not only on replies.

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supportskins Offline Senior Member Posts: 3,953 Join Date: Aug 2006 Location: Mumbai, India	02-06-2008, 08:03 PM Which version of Kayako are you using? When the client updates the ticket does the "Last Activity" value gets resetted? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

techs Offline Member Posts: 41 Join Date: Oct 2006	02-06-2008, 08:05 PM Product: SupportSuite Version: 3.20.02 Build Type: STABLE Build Date: 17 Mar 2008 06:27:34 PM

techs Offline Member Posts: 41 Join Date: Oct 2006	02-06-2008, 08:08 PM I will watch the last activity and let you know. Do you have any ideas on why this is happening?

supportskins Offline Senior Member Posts: 3,953 Join Date: Aug 2006 Location: Mumbai, India	02-06-2008, 08:58 PM Could be a bug, autoclose is executed after the threshhold last activity time is reached so check on the last activity time Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/