Ticket Are Not Closed Auto

[Blesta Addons]

we have set a autoclose ticket ,with predifined response .

 

yesterday a ticket was well filled by the autoresponse email , but the ticket remain open !!!

On Apr 7 2016 12:55 PM System replied

is there something we should look in it

[Tyson]

I tested the auto-close feature and found that it is working correctly in my dev environment.

 

The criteria for closing a ticket is pretty simple, but you should double-check these settings:

1. The ticket belongs to a support department that has the setting Automatically Close Tickets set to a value other than "-- Never --".
2. The ticket should have no replies to it since at least that many days.
3. The last reply to the ticket should be by a staff member.
4. The ticket should be set to a status that is neither "In Progress" nor "Closed".

You can try running the following query to see if you get any results. It will tell you the ID of the tickets that should be closed. You may need to adjust the department ID and the date of the support replies to match your settings.

SELECT `support_tickets`.`id`
FROM `support_replies`
INNER JOIN `support_tickets` ON `support_replies`.`ticket_id` = `support_tickets`.`id`
WHERE `support_replies`.`id` IN
	(
		SELECT MAX(`support_replies`.`id`)
		FROM `support_replies`
		WHERE `support_replies`.`ticket_id` = `support_tickets`.`id`
		AND `support_replies`.`type` = 'reply'
	)
AND `support_tickets`.`department_id` = 1
AND `support_tickets`.`status` != 'in_progress'
AND `support_tickets`.`status` != 'closed'
AND `support_replies`.`type` = 'reply'
AND `support_replies`.`staff_id` IS NOT NULL
AND `support_replies`.`date_added` <= '2016-04-16 00:00:00';

If you receive results from this query, but the cron still does not close the tickets, there may be an error validating the ticket on edit in SupportManagerTickets::edit. You may have to temporarily update that file to write all Input errors to a file so you can determine what may have failed to process.

[Blesta Addons]

Hello

 

i have found a second ticket are not closed

On Apr 7 2016 6:50 AM System replied

EDIT :

 

3 ticket now .

[Blesta Addons]

back to this subject ..

 

ticket are not auto closed . the cron is working well . the settings Automatically Close Tickets ar set to 3 days .

 

i have tickets that are last reply from staff more than 5 days .and still open .

5 d 12 hr 19 min by XXX CCCCC (this is a staff)
5 d 3 hr 36 min by Support Technique (this is a staff)

any thing i have missed in settings  ?

[Paul]

Is the last person to respond to the ticket a staff member? Tickets are only closed if staff last replied as you may be waiting for a response from the client that never comes.

[Blesta Addons]

Is the last person to respond to the ticket a staff member? Tickets are only closed if staff last replied as you may be waiting for a response from the client that never comes.

 

already mentioned in my quotes last repliers is the staff .

[Paul]

Is your "Close Tickets" task enabled and running? Settings > Company > Automation - Close Tickets

 

I believe the default is to run every 6 hours. How long ago did it last run? Is it hung up?

[Blesta Addons]

Is your "Close Tickets" task enabled and running? Settings > Company > Automation - Close Tickets

 

I believe the default is to run every 6 hours. How long ago did it last run? Is it hung up?

 

enabled, every 6 hours .

Task Last Ran: Apr 13, 2016 7:05:02 PM

[Paul]

enabled, every 6 hours .

Task Last Ran: Apr 13, 2016 7:05:02 PM

 

I'm not sure then, our tickets are auto closing. Are you using the official Support Manager plugin, or the "Pro" version from PauloV?

 

Maybe one of the guys can provide a query that it uses to fetch tickets to close and see if that returns anything.

[Blesta Addons]

I'm not sure then, our tickets are auto closing. Are you using the official Support Manager plugin, or the "Pro" version from PauloV?

 

Maybe one of the guys can provide a query that it uses to fetch tickets to close and see if that returns anything.

 

the core support manager .

[Michael]

The only reason I can think the support tickets won't auto close is if the client has replied last?

[Tyson]

Is there a log entry for the ticket?

i.e.

The status has been changed to Closed. Apr 7 2016 12:55 PM by System

[Blesta Addons]

 

Is there a log entry for the ticket?

i.e.

The status has been changed to Closed. Apr 7 2016 12:55 PM by System

 

No ...

[Nelsa]

I had same issue on my old server,well one of few issues....since I plan to move on new server I never resolve it but I did look in to and in my case it was most likely due E-mail handling settings...well at least I think it was problem

[Blesta Addons]

We are not using email piping now .

Not sur what is the real probleme .

[Tyson]

It could be a bug, but i haven't tested it yet.

[Blesta Addons]

It could be a bug, but i haven't tested it yet.

 

is there any thing that i should do to investigate ?