[otrs] Re: Tickets shown on "my queues" view

[Jesús M. Navarro]

Hi, Shawn:

El Jueves, 5 de Julio de 2007 09:21, Shawn Beasley escribió:
> Petar Kazakov schrieb:
> > If you ask me, you can edit your system to do that filtering for you in
> > the /Kernel/Modules/AgentTicketQueue.pm. You can edit that file to
> > exclude the tickets with pending state (or what ever state you want).
> >
> > Peter
>
> could this not be a trap then to forget tickets?

No, it can't.  Once the "pending state" period ends up, tickets are either 
silently closed (as expected in the "autoclose+/-" state or they "awake" when 
the pending state period ends and then a messege is sent to the ticket 
manager.  Only chance for a pending ticket to be forgotten is by putting it 
on a pending state with no end date; just don't do that: it doesn't make 
sense for an issue tracker tool.
-- 
Jesús M. Navarro
Jefe de Sistemas y Soporte
Ándago Ingeniería - www.andago.com

Teléfono: +34 916 011 373 (ext. 29)
Móvil: +34 666 431 088
e-mail: jesus.navarro at andago.com