Hello.
I stumbled upon a different approach and implemented. it.
OTRS can show/hide tickets in all queues based on the ticket state
type. The list of ticket state types to show is configured in Sysconfig
Core::Ticket::ViewableStateType.
I defined a new ticket state "pending auto reminder" and assigned type
"pending auto". As soon as the ticket is assigned type "pending auto
reminder" it's hidden from any queue much like types "pending auto
close+/-". You can only access it through search function.
The second trick is to make the hidden tickets appear again. We need an
agent to search tickets in state types "pending auto" and move them to
corresponding next states when the pending timestamp expires. It's done
by a PendingJobs.pl script. Don't forget to activate it in cron.
Enough theory. Bells and whistles now.
- define new state "pending auto reminder" with state type "pending
auto": https://otrs/otrs/index.pl?Action=AdminState
- Modify ticket viewable types in
https://otrs/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::Ticket&SysConfigGroup=Ticket;
for my installation it reads: new, open, pending reminder;
Set Ticket::PendingReminderStateType to
"pending auto";
Set Ticket::PendingAutoStateType to
"pending auto";
Configure automatic state change
for PendingJobs.pl in Ticket::StateAfterPending. PendingJobs.pl will
change a ticket in state identified by Key to a state identified by
Content.
Key
|
Content
|
pending auto close+
|
closed successfull
|
pending auto close-
|
closed unsuccessful
|
pending auto reminder
|
pending reminder
|
- In
https://otrs/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend::Agent::Ticket::ViewPending&SysConfigGroup=Ticket
change Ticket::Frontend::AgentTicketPending###StateDefault
to "pending auto reminder";
Change Ticket::Frontend::AgentTicketPending###StateType
to "pending auto" only to remove "pending reminder" choice for agents
in pending notes.
- I hope you made all this in your test
OTRS system :-). It's time to test then. If it all works - move the
changes to production.
This setup makes my life easy as the pending reminder tickets are
hidden from my agents using the same technic pending auto close+-
tickets are hidden.
If the customer sends in an update via email or web, the ticket state
changes to "open" and it appears in the queue.
I have found this technic in the list some time ago. I tried to search
to give the author a credit but I couldn't find. Author, please forgive
me for reproducing without giving you credits. If you recognise your
work, please let me know.
Regards,
Anton.
Peter Beckman пишет:
Create a new Queue or a subQueue, put them there. Don't
use escallation.
Don't include that new queue in your "My Queues." Deal with it when
you
want.
On Tue, 10 Mar 2009, ml@bortal.de wrote:
Hello List,
i sometimes have to put my tickets on wait for more than a few weeks.
They all sit in my own queue now and make it messi. How can i hide
tickets with the waiting status?
Cheers,
Mario
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