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Helpdesk Ticket Close Inactive

helpdesk_ticket_close_inactive folder_open OCA/helpdesk open_in_new
Helpdesk License: AGPL-3

Adds an option to configure a cron job that automatically closes inactive helpdesk tickets after a specified number of days, set in the helpdesk team settings. Sends notification emails to the customer (partner) and assigned team members, providing a warning after an initial period of inactivity and a final closure notification when the maximum inactivity period is reached.

auto_awesome What this module does

AI-generated from the code · Odoo 19.0

Automatically close helpdesk tickets that have been inactive for a set number of days, with an optional warning email sent before closure. Configured per helpdesk team.

This module adds automatic closure of inactive helpdesk tickets, configured per helpdesk team. On the helpdesk team form, a new "Automatic closure of inactive tickets" checkbox appears. When enabled, a new "Automatic closure of inactive tickets" page becomes visible with the settings.

  • Inactivity Warning Notification: number of days of inactivity before a warning email is sent (default 7, set to 0 to disable the warning), and the warning email template to use.
  • Ticket Closing: number of days of inactivity after which the ticket is closed (default 14), the closing email template, and the closing stage to move the ticket to.
  • Ticket Stage Filter: only tickets in the selected stages are checked.
  • Ticket Category Filter: optionally limit to certain ticket categories; leave empty for all.

A daily scheduled job ("Close Inactive Tickets") runs the check. For each enabled team, tickets in the selected stages that have not been updated for the warning period receive a warning email telling the customer the ticket will be closed in the remaining days. Tickets inactive for the closing period are moved to the closing stage, a message is posted on the ticket saying it was closed automatically due to inactivity, and a closing email is sent if a template is set. The warning email template is provided by the module; the closing template defaults to the standard closed ticket template.

Depends on

helpdesk_mgmt
Models and fields (1)
  • helpdesk.ticket.team · extends an existing modelticket_stage_ids (Ticket Stage), ticket_category_ids (Ticket Category), closing_ticket_stage (Closing Stage), close_inactive_tickets (Automatic closure of inactive tickets), close_inactive_mail_template_id (Closing email template), warning_inactive_mail_template_id (Inactivity warning email template), inactive_tickets_day_limit_closing, inactive_tickets_day_limit_warning (Inactive days limit before send a warning)

Text generated by AI (DeepSeek) from reading the Odoo 19.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 4 confirmed, 5 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 19.0

Configuration

Source · Odoo 19.0

To configure this module, you need to:

  • Go to Helpdesk > Settings > Teams.
  • Select a team.
  • Enable 'Automatic closure of inactive tickets' option.
  • Set the number of inactive days before a warning email is sent, or set it to 0 to disable the warning phase entirely. When greater than 0, a warning email template must be selected.
  • Set the warning email template, or leave it hidden (by setting days to 0) to skip warning notifications.
  • Set the number of inactive days after which the ticket is automatically closed (must be greater than 0).
  • Optionally set a closing email template. Leave it empty to close tickets silently without sending a notification email.
  • Set the closing stage that tickets will be moved to when auto-closed.
  • Set stages to be filtered on the domain to execute the action.
  • Set ticket categories to be filtered on the domain to execute the action.

No verified information in OCA: Installation, Usage.

info

Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.