9 Apr
2008
9 Apr
'08
8:59 p.m.
touraman traore wrote:
I'm trying to understand what the "pending state" use for in OTRS. The doc is very vague on it (correct me if i'm wrong). Does anybody implemented this and could shed me some light on how to use it.
You typically use it when you're waiting for something. For instance: an agent sends a reply and wants to be notified when the customer hasn't replied with the requested info in a week. You can use the 'pending reminder' state in this case. You can also use the auto close states to automatically close the ticket when the pending time is reached. Nils Breunese.