Re: [otrs] "Pending auto close+" and "Pending auto close-"

Thanks Marco, very much appreciated. On Monday, April 18, 2011, Marco Vannini wrote:

I've leaved it as is being the default time enough for me but yes, what you are saying is right, the ticket that is declared as "closable" at 00:00, at 00:01 will be closed.

On Mon, Apr 18, 2011 at 4:53 PM, Muhammad El-Sergani wrote: Thanks Marco,

This is all very well, and I understand that very well.

Basically, what you're saying here is this; at 45 */2 * * *, otrs.PendingsJobs.pl, will run to check all pending tickets, and if a ticket is found to be of pending state, the script will check the timer, and see if its time has expired or not, and then apply the required job, such as closing or sending a reminder.

What is the best practice for this? Should I follow this: setting pending dates to 00:00 for example, and set the pending cronjob to run @ 1 0 * * *?

Thanks and Best Regards, Muhammad El-Sergani.

On Mon, Apr 18, 2011 at 4:38 PM, Marco Vannini wrote:

in redhat like system there a service otrs that runs in runlevel 2345 that populates otrs crontab over more other things. one of this is otrs.PendingsJobs.pl (as defined in file pending_jobs in /opt/otrs/var/cron/). This, by default, is executed at every 45 of every 2 hours and does closure and/or notification about ticket that has exceeded pending time and unlock unlockable tickets

On Mon, Apr 18, 2011 at 4:19 PM, Muhammad El-Sergani wrote:

Thanks Marco,

Can you help shed some more light about how this goes in general? Thanks and Best Regards, Muhammad El-Sergani.

On Mon, Apr 18, 2011 at 4:06 PM, Marco Vannini wrote:

otrs.PendingJobs.pl in cron

On Mon, Apr 18, 2011 at 4:04 PM, Muhammad El-Sergani wrote: ad the timer set to 10 minutes in the future.

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-- Thanks and Best Regards, Muhammad El-Sergani.