Hi, Shawn: El Jueves, 5 de Julio de 2007 09:21, Shawn Beasley escribió:
Petar Kazakov schrieb:
If you ask me, you can edit your system to do that filtering for you in the /Kernel/Modules/AgentTicketQueue.pm. You can edit that file to exclude the tickets with pending state (or what ever state you want).
Peter
could this not be a trap then to forget tickets?
No, it can't. Once the "pending state" period ends up, tickets are either silently closed (as expected in the "autoclose+/-" state or they "awake" when the pending state period ends and then a messege is sent to the ticket manager. Only chance for a pending ticket to be forgotten is by putting it on a pending state with no end date; just don't do that: it doesn't make sense for an issue tracker tool. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com