HI, This can't be done, because there is no event like this. Try the following: 1.) pending 18 days and move 2.) database generic agent(frontend) that checks every day for tickets that have reached their pending date. 3.) then close ticket Alternative, set pending auto close, then you need no generic agent except the pending_jobs included with OTRS. On 19.08.2009, at 14:21, Stephen Gebbie wrote:
Hi I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceMoved or something like that
the tickets can be over 18 days old and still active in other queues. I can only calculate time from when they were moved into the 'complete' queue. and at this point after 7 days tickets would be locked and unlocked states.
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