Auto Close without email to requester
Hey everyone!
I work for a smaller company with several small spread out locations, and my boss and I are looking to fully implement service desk plus here in the near future.
Initially we don't plan on sending out surveys or emails to users asking them to finalize and close the tickets once we put it in the resolved state. We have found the settings to not email or survey the users when we finalize or close a ticket as well as the setting to auto close tickets set to resolved after X amount of days.
Right now, it looks like if we use the auto close feature, it will override our settings and email the user about tickets put into a resolved state, regardless of what we have set.
Is there a way to get tickets to go from resolved to closed after X amount of days without emailing the user? We eventually plan on using the emailing system to have them set tickets to closed from resolved, but want them to get use to one system before we introduce the next.
I've done some looking around, but I'm not finding what I'm looking for. Any help, or even a gentle nudge in the right direction would be greatly appreciated.
I work for a smaller company with several small spread out locations, and my boss and I are looking to fully implement service desk plus here in the near future.
Initially we don't plan on sending out surveys or emails to users asking them to finalize and close the tickets once we put it in the resolved state. We have found the settings to not email or survey the users when we finalize or close a ticket as well as the setting to auto close tickets set to resolved after X amount of days.
Right now, it looks like if we use the auto close feature, it will override our settings and email the user about tickets put into a resolved state, regardless of what we have set.
Is there a way to get tickets to go from resolved to closed after X amount of days without emailing the user? We eventually plan on using the emailing system to have them set tickets to closed from resolved, but want them to get use to one system before we introduce the next.
I've done some looking around, but I'm not finding what I'm looking for. Any help, or even a gentle nudge in the right direction would be greatly appreciated.