2008/6/18 CARNINO Daniele
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?
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