Hi Martin,
Normally a agent is setting a ticket to "pending auto close+" in e. g. 14d, then the agent want not to get a info in 14d first. Because if the customer wrote an followup the ticket state will be changed to "open", which means it will not be closed in 14d. But if the customer sends no followup, the ticket should be closed automatically.
ok, that makes sense. I thought about "pending reminder", eg. an agent notices a defect hard drive and contacts $BIG_HARDWARE_VENDOR. Unfortunatelly, we have a next business day SLA for that server. So the agent sets the ticket to "pending reminder" until next morning, 8:00. Since I've configured our OTRS not to show those tickets, nobody will be bothered by that case. But on the next morning, the agent gets an email reminder about it and can continue working on that re-opened case. Maybe an additional agent notification, eg. $Lang::Agent::StateUpdate (like $Lang::Customer::StateUpdate), will do the trick. Felix