Bump.

No thoughts on this? Should I open a bug?

Lars

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen
Sent: Friday, May 13, 2011 10:26 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Setting pending states via generic agent does not set pending time

Hi,

When we move tickets into a specific queue, we want them to be autoclosed after seven days and the customer notified.

I can accomplish most of this with a generic agent and an event based notification. Only thing missing is the pending time.

If I manually set a ticket to "autoclose+" I can see that OTRS sets a "SetPendingTime" in the ticket history, and in the TicketZoom I can see when the ticket will autoclose. If I set a ticket to "autoclose+" by a generic agent, there is no pending time set on the ticket.

Is there a way to accomplish this?

Lars