Hi Felix, On Mar 25, 2008, at 15:46 , Felix J. Ogris wrote:
wouldn't it be more useful if PendingJobs.pl reminds about pending tickets first? So agents would receive an email if a ticket has reached pending time. Afterwards the state of that ticket could be set to "open" or whatever. Applying this is quite simple. Just put everything below "# do ticket auto jobs" (except the final exit) after the copyright notice.
It depends on the use case. 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. What is your use case? Greetings, -Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman: Burchard Steinbild Chief Executive Officer: André Mindermann