Hello
all,
in our OTRS
implementation we are planning to only use "pending reminder" status,
togeter with "close" and "open".
I have two questions
for you:
a) There's a way to
have the "pending reminder" tickets reopened automatically at the end of
pending period?
I've try with Ticket:StateAfterPending in Core:Ticket with no
success. Should I use the generic agent for that duty?
b) Furthermore,
there's another way to set manually the status to "open" other than using
"compose answer" and set the new status?
This, because we
don't want let the customer know that ticket has
reopened.
Ciao,
d.
Daniele
Carnino
ICT
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