Reopen pending reminder
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? 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. Ciao, d. Daniele Carnino ICT - Architetture FIAT Services S.p.A. Corso Ferrucci, 112/A Block 1, 5th Floor, Room 540 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note
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
Merci Sébastien, You're right on both problems... Probably it would takes ages to me to understand that StateAfterPending only works for pending auto states. And I didn't know you could activate the "state" field in the note... Many thanks for the help. -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Sébastien Prud'homme Inviato: giovedì 19 giugno 2008 22.16 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] Reopen pending reminder 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 _______________________________________________ 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)
-
CARNINO Daniele -
Sébastien Prud'homme