Merci Sébastien, You're right on both problems... Probably it would takes ages to me to understand that StateAfterPending only works for pending auto states. And I didn't know you could activate the "state" field in the note... Many thanks for the help. -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Sébastien Prud'homme Inviato: giovedì 19 giugno 2008 22.16 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] Reopen pending reminder StateAfterPending only works for pending auto states. By default there are only "close auto +" and "close auto -" states. You should try to add a new pending auto state called for instance "close auto open" and add a line in StateAfterPending fot this new state. As that is not a pending reminder state, you should not receive a notification email when the pending is timing out.
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.
You can add an internal note to do that _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/