Automatic call resolution

[TWoodford]

Good Morning, 

Is there a way we can set up Hornbill to automatically resolve calls that have not been updated for 6 months? And could we send an automatic email notification to the customer to inform them that this is about to happen? If so, could these settings be applied to calls assigned to a specific team?

Many thanks

Thomas 

[Steve Giller]

I'm afraid the short answer here is no.

Changing the status of a Request to Resolved is fairly trivial, but if, for example, a Request is (as most do) following a Workflow there is no way to ensure that the Workflow is correctly completed.
For example, if the Workflow is waiting for the Request to be assigned, but you need the Customer to respond before you can assign the Request to the correct Team, six months later you resolve it as there's no response - the Workflow will still be waiting for the Request to be assigned, and will in all likelihood remain in that state forever.