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Stop auto closing resolved tickets.

Hi, and thanks for helping. I have discussed this before and thought the problem was solved but turns out it's not. All setting to my knowledge are default.. I really don't know enough about this platform to change things.

When I resolve an issue I mark it as 'done' and then leave it in the 'Resolved' queue until (in theory) the end of the month (or a little longer) until I have invoiced the ticket, at which point it will be marked as closed.

After some confusion when raising this issue previously I know for ABSOLUTE CERTAIN that I left items in the resolved queue, but now on the 1st of the month it is empty and everything seems to be in the closed queue.

Please help.

 

2 answers

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Answer accepted

Have just deleted a 'Legacy Automation' that transitioned from resolved to closed after 3 days. Hopefully that will fix the issue however I still welcome other peoples thoughts and input.

That should be it.

The auto close of an issue is indeed triggered by an automation rule.

If you need to find back the issues that were created in the last month you can always run a search with a filter such as "created >= startOfMonth(-1)"

Been about a week now and 'Resolved' are still there. Thanks for your help.

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