If the requester replies to the email the work order will stay open, if they do not the work order will automatically be closed.
Current state you can set the timeframe for when your tickets will autoclose:
Many of our customers will contact users using our comment field to let them know they have a certain amount of time before they will close a ticket. This is a manual process, but does provide the email notification.
However, we are looking to expand our automations capabilities. This article may interest you as well: Service desk rules and automations. We'd love your feedback on how we can better automate the app!
Thanks Melody. That won't really do what we are looking for. We want the email to be generated when a requester has not replied to one of our comments in a certain time frame OR if there has been no activity on the work order at all by either the requester or the technician. This would help us close old work orders that may have slipped through the cracks and gotten done by a technician who never commented and/or resolved the work order.
We already utilize the auto close feature which is great.
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