[otrs] what is "pending autoclose+/-" ?

[Gabriele D'Andrea]

> agent answer on customer email, and if customer do not reply or send 
> followup
> on that ticket again in 3 days, ticket auto-closing ?

Yes, that's what it's meant for:
pending autoclose+  =>  ticket autoclose with state "closed successful"
pending autoclose-  =>  ticket autoclose with state "closed unsuccessful"

Bye,
Gabriele


----- Original Message ----- 
From: "Mike Lykov" <combr at reg.ru>
To: <otrs at otrs.org>
Sent: Wednesday, December 12, 2007 1:35 PM
Subject: [otrs] what is "pending autoclose+/-" ?


>
> Hi all.
>
> By default, OTRS create states like new/open/closed, its needed in process
> (although about difference between new and open I not guess straight away)
>
> Also it create states
> pending autoclose+
> pending autoclose-
>
> how it work? what difference between this?
>
> Can the system work with scheme like this:
>
> agent answer on customer email, and if customer do not reply or send 
> followup
> on that ticket again in 3 days, ticket auto-closing ?
>
> this scheme must be "by-default" without any agent actions.
>
> Or better use genericagent functionality?
>
> Mike
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