
Hi, 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. Regards, Felix

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

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

Hi Felix, On Apr 2, 2008, at 14:13 , Felix J. Ogris wrote:
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.
I'm not sure if I got it. %-) For "pending reminder" exists already a $Lang::Agent::PendingReminder which should do what you mean. Did I miss something? -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

Hi Martin,
For "pending reminder" exists already a $Lang::Agent::PendingReminder which should do what you mean.
yep, but have a look at my Config.pm sniplet: $Self->{'Ticket::ViewableStateType'} = [ 'new', 'open', ]; $Self->{'Ticket::PendingAutoStateType'} = [ 'pending auto', 'pending reminder', ]; $Self->{'Ticket::StateAfterPending'} = { 'pending auto close-' => 'closed unsuccessful', 'pending auto close+' => 'closed successful', 'pending reminder' => 'open', }; A normal PendingJobs.pl sets all tickets in state type "pending reminder" to "open" first. Afterwards, it sends a reminder email for all tickets which are still in state type "pending reminder". But it doesn't send mails for tickets which have just been switched from state "pending reminder" to "open". So, $Lang::Agent::PendingReminder isn't used at all here. Maybe I should write a TicketEventModule, or create a second PendingJobs.pl for that case only? Or did I missed something? Felix
participants (2)
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Felix J. Ogris
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Martin Edenhofer