How to move a ticket from solved to closed after four days?

HelpDesk
1

Hello,

In my plumsail helpdesk system, I am looking to have tickets that haven't had any activity for four business days to move from the solved status to a custom status I created, called "closed."

Initially I tried using SLA rules, but I couldn't get it to work.

I found that using the scheduler makes more sense anyway. I found these articles: Building advanced conditions — HelpDesk for Microsoft 365, MS Teams, and SharePoint 1.x documentation & Close tickets if customer hasn’t replied in SharePoint help desk system — HelpDesk for Microsoft 365, MS Teams, and SharePoint 1.x documentation and based my new scheduler task off of them.

Here is what I created:

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I used [Ticket.Metadata.LastCommentDate] to pull the date and time of when the ticket was last responded to.

When I save and click "run now," it runs but no tickets are modified. I have confirmed we have many tickets that are solved and have a last comment added more than four days ago.

Can someone tell me where I'm going wrong here? Thanks in advance.

2

Hello Jake! Please use this reference in the condition:

[Ticket.MetadataLastCommentDate.LastCommentDate]

When referring to lookup columns, you need to append an internal name of the lookup column and one of the column it refers to.

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3

That makes sense, thanks for the tip!

Unfortunately, though, it didn't fix my issue as I ran the scheduler and 0 tickets were changed. Any other tips?

4

Could you share the run logs and a sample ticket that should be modified? Please ensure that columns 'Ticket ID', 'Status', 'Modified', and 'Last comment date' are visible on the screenshot.

5

Ok, I dm'd you these items

6

I reproduced the issue when added the status condition. I will consult with developers and get back to you soon.

7

Jake, it is by design that scheduler tasks can retrieve only unsolved tickets that were modified during the last 30 days. I would advise you to use either other statuses in the condition or a Power Automate flow with the same logic. If you need help with the latter, let me know.