what is "pending autoclose+/-" ?
Hi all. By default, OTRS create states like new/open/closed, its needed in process (although about difference between new and open I not guess straight away) Also it create states pending autoclose+ pending autoclose- how it work? what difference between this? Can the system work with scheme like this: agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ? this scheme must be "by-default" without any agent actions. Or better use genericagent functionality? Mike
agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ?
Yes, that's what it's meant for:
pending autoclose+ => ticket autoclose with state "closed successful"
pending autoclose- => ticket autoclose with state "closed unsuccessful"
Bye,
Gabriele
----- Original Message -----
From: "Mike Lykov"
Hi all.
By default, OTRS create states like new/open/closed, its needed in process (although about difference between new and open I not guess straight away)
Also it create states pending autoclose+ pending autoclose-
how it work? what difference between this?
Can the system work with scheme like this:
agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ?
this scheme must be "by-default" without any agent actions.
Or better use genericagent functionality?
Mike _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
В сообщении от Wednesday 12 December 2007 17:41:33 Gabriele D'Andrea написал(а):
pending autoclose+ => ticket autoclose with state "closed successful" pending autoclose- => ticket autoclose with state "closed unsuccessful"
thanks, Gabriele. (PS are anywhere a sort of wiki, maybe, with this information, not shown in documentation? doc.otrs.org consists 80% of screenshots .. ;) Mike
Well,
actually the documentation is not that good, you'll have to mix docs, faqs,
mailing lists and your own experiments!
----- Original Message -----
From: "Mike Lykov"
pending autoclose+ => ticket autoclose with state "closed successful" pending autoclose- => ticket autoclose with state "closed unsuccessful"
thanks, Gabriele. (PS are anywhere a sort of wiki, maybe, with this information, not shown in documentation? doc.otrs.org consists 80% of screenshots .. ;) Mike _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/
participants (2)
-
Gabriele D'Andrea -
Mike Lykov