Hi,
my opinion might be incorrect, but I think that from the process side is incorrect to Close unresolved tickets, I think that better to Reject them.
BTW as utku.alp said, this could be achieved via SPEL in this way:
1. Create event template with action macro to switch ticket to decided status, with fixed delay equal to 7 workdays and day-time schedule;
2. Create mod file, that could look like:
MODIFY cr POST_VALIDATE z_auto_rej(status) 1337 FILTER( (status{->'AEUR'}) || (status{'AEUR'->}) );
3. Create spl file, that could have structure like this:
cr::z_auto_rej(...) {
string old_value, new_value;
old_value = (string) argv[2];
new_value = (string) argv[3];
logf(SIGNIFICANT, "[%s] AUTO_REJ - Caused by status {'%s' > '%s'}", persistent_id, old_value, new_value);
if ( (old_value == new_value) ) {
return;
} else if (new_value == 'AEUR') {
<METHOD TO ATTACH EVENT HERE>
} else if (old_value == 'AEUR') {
<METHOD TO CANCEL EVENT HERE>
}
}
4. Methods to handle attached events could be found here: SPEL EVENT methods
Regards,
Timur