Auto Status Timer

[nattivillin]

We have a status called 48H (48 Hour Hold). Once the problem is solved, a ticket is put into 72H to make sure a client doesn't have further issues to prevent another ticket from needing to be created.

How can I set a timer so 48H tickets automatically switch to pending billing (or any other status) after 48 hours?

[Support Team]

Re: Auto Status Timer

Thank you for asking.

You can add a Task under this ticket and get notified about this Ticket once the task is due.
Such notifications can either be popup messages or emails. The status of the ticket will not change automatically though, if you need such functionality you'll need to use our API and implement that. Otherwise, once the task is due you get reminded about this and can go directly to the ticket and change it.

Hope this helps.

[nattivillin]

Re: Auto Status Timer

How do we use the API to do that?

[Support Team]

Re: Auto Status Timer

Basically, you periodically query the Tickets table, see which ones have this status for over X number of hours (since they ticket record got last updated) and update the Ticket status when needed.
Follow the link to learn more about the API.

Hope this helps.

[nattivillin]

Re: Auto Status Timer

Nobody on our team are API people. Do we hire someone for this?

[Support Team]

Re: Auto Status Timer

You may consider hiring someone using services like https://www.upwork.com/.

[adent-ctc]

Re: Auto Status Timer

Hello nattivillin

If you like, we can build a client app for this that uses Jupiter Server to automatically change the status in RangerMSP tickets for you.
We would obviously charge you something for building the client app, but included in that charge would be a subscription to use Jupiter Server
This is how the Jupiter Data Sync Client (JDSC) came to be built.
https://dentaur.com.au/jupiter-serve...a-sync-client/
A customer of Jupiter Server paid us to build it.
To enable the JDSC to work, we added in some support for ITPortal into Jupiter Server. So that when a
1. Account is created in RangerMSP is automatically created in IT Portal
2. Contact is created in IT Portal is automatically created in RangerMSP
3. Contact is updated in IT Portal is automatically updated in RangerMSP
4. Contact is marked as inactive in RangerMSP is automatically marked inactive in IT Portal (deleted) (The contact will need manual purging in ITPortal)

Please contact me on andrew@dentaur.com so we can discuss the details of the requirements.

Kind regards

Andrew