Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3 I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing. If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state. Is this the right behavior? How can I move from pending-reminder to open state without external input? Tks for your help, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini@enav.itmailto:giovanni.mellini@enav.it www.enav.ithttp://www.enav.it ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer