Diff between PendingDate and Due date?

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Pradumna Maheshwari

4 Oct 2010 4 Oct '10

10:43 a.m.

Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Nils Leideck - ITSM

4 Oct 4 Oct

11:16 a.m.

Hi, The pending date is used for the “pending *” status. The Due Date is just another timestamp on the ticket On 04.10.2010, at 23:43, Pradumna Maheshwari wrote:

...

Hello,

Can you tell me, what is difference between 'PendingDate' and 'Due date'?

Under what situation, should each one be used ?

thanks...

Pradumna Maheshwari

Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

Martin Møller

25 Jan 25 Jan

11:59 a.m.

New subject: Svar: Re: Diff between PendingDate and Due date?

Are there any plans for making Due date something that can actually be actioned on without needing to code a lot of Perl? Like, for example, a ticket going yellow X days before due date is reached, orange Y days before and red when due date has been missed. If the case is closed, due date should be ignored, unless reopened. It would lend a nice immediacy to the field that we would very much like here. If not implemented in OTRS as such, is it possible, via <dtl if > or similar, to check how far the due date is from today? If so, I should be able to do the coloring in the templates from there... It would also be nice if you could use Due date as a trigger in the Message (Event) setup... Regards, /Martin.

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Nils Leideck - ITSM 4. oktober 2010 13:16

Hi,

The pending date is used for the “pending *” status. The Due Date is just another timestamp on the ticket On 04.10.2010, at 23:43, Pradumna Maheshwari wrote: Hello, Can you tell me, what is difference between 'PendingDate' and 'Due date'? Under what situation, should each one be used ? thanks... Pradumna Maheshwari Cheers Nils Leideck — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

Juan Manuel Clavero Almirón

26 Jan 26 Jan

12:09 p.m.

New subject: Svar: Re: Diff between PendingDate and Due date?

Hi, we use the package TicketOverviewHooked [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOvervie...], to colorize tickets according to their type... maybe you could use it to colorize according to proximity to DueTime Juan Clavero Almirón De: Martin Møller [mailto:mmo@itq.dk] Enviado el: miércoles, 25 de enero de 2012 13:00 Para: User questions and discussions about OTRS. Asunto: [otrs] Svar: Re: Diff between PendingDate and Due date? Are there any plans for making Due date something that can actually be actioned on without needing to code a lot of Perl? Like, for example, a ticket going yellow X days before due date is reached, orange Y days before and red when due date has been missed. If the case is closed, due date should be ignored, unless reopened. It would lend a nice immediacy to the field that we would very much like here. If not implemented in OTRS as such, is it possible, via <dtl if > or similar, to check how far the due date is from today? If so, I should be able to do the coloring in the templates from there... It would also be nice if you could use Due date as a trigger in the Message (Event) setup... Regards, /Martin.

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Nils Leideck - ITSM 4. oktober 2010 13:16 >>> Hi,

Martin Møller

12:39 p.m.

New subject: Svar: Re: Diff between PendingDate and Due date?

That seems quite interesting. Thank you for bringing it to my attention ;) I haven't had time to try anything yet, but I came to the conclusion that I would be able to handle this via if need be, where I could call a script to convert the due date and the current date to timestamps and return a number of seconds I could do 'ge' or 'lt' operations on. It may not need to come to that now, but my Perl knowledge is unfortunately quite limited. I will peruse this new fountain of knowledge for a bit! /Martin.

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Juan Manuel Clavero Almirón 26. januar 2012 13:09 >>>

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Nils Leideck - ITSM 4. oktober 2010 13:16

Hi,

Michiel Beijen

1 Feb 1 Feb

6:39 p.m.

New subject: Svar: Re: Diff between PendingDate and Due date?

Hi Martin, how are you! What would be possible is to use the GenericAgent to set a field to the color you want, this can be a free text field or a 3.1.x-style DynamicField. You can then use this color in a custom DTL template as a value to use this color in a certain field. This would involve the use of DTL, but there would be no Perl involved... Hope this helps, Mike. 2012/1/26 Martin Møller :

...

That seems quite interesting. Thank you for bringing it to my attention ;)

I haven't had time to try anything yet, but I came to the conclusion that I would be able to handle this via if need be, where I could call a script to convert the due date and the current date to timestamps and return a number of seconds I could do 'ge' or 'lt' operations on.

It may not need to come to that now, but my Perl knowledge is unfortunately quite limited.

I will peruse this new fountain of knowledge for a bit!

/Martin.

...
...
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Juan Manuel Clavero Almirón 26. januar 2012 13:09 >>>

Hi,

we use the package TicketOverviewHooked [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOvervie...], to colorize tickets according to their type... maybe you could use it to colorize according to proximity to DueTime

Juan Clavero Almirón

De: Martin Møller [mailto:mmo@itq.dk] Enviado el: miércoles, 25 de enero de 2012 13:00 Para: User questions and discussions about OTRS. Asunto: [otrs] Svar: Re: Diff between PendingDate and Due date?

Are there any plans for making Due date something that can actually be actioned on without needing to code a lot of Perl?

Like, for example, a ticket going yellow X days before due date is reached, orange Y days before and red when due date has been missed.

If the case is closed, due date should be ignored, unless reopened.

It would lend a nice immediacy to the field that we would very much like here.

If not implemented in OTRS as such, is it possible, via <dtl if > or similar, to check how far the due date is from today? If so, I should be able to do the coloring in the templates from there...

It would also be nice if you could use Due date as a trigger in the Message (Event) setup...

Regards,

/Martin.

...
...
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Nils Leideck - ITSM 4. oktober 2010 13:16 >>> Hi,

The pending date is used for the “pending *” status.

The Due Date is just another timestamp on the ticket

On 04.10.2010, at 23:43, Pradumna Maheshwari wrote:

Hello,

Can you tell me, what is difference between 'PendingDate' and 'Due date'?

Under what situation, should each one be used ?

thanks...

Pradumna Maheshwari

Cheers

Nils Leideck

— Nils Leideck Senior Consultant

http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

Martin Møller

2 Feb 2 Feb

9:51 a.m.

New subject: Svar: Re: Diff between PendingDate and Due date?

I have been looking a bit at the GenericAgent, but I don't see where I can match on the Due date? Unless it is the section for custom module, where I suppose you can have more or less anything...? Most of the other ITSM fields are there, but not Due Date... /Martin.

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Michiel Beijen 1. februar 2012 19:39 >>> Hi Martin, how are you!

What would be possible is to use the GenericAgent to set a field to the color you want, this can be a free text field or a 3.1.x-style DynamicField. You can then use this color in a custom DTL template as a value to use this color in a certain field. This would involve the use of DTL, but there would be no Perl involved... Hope this helps, Mike. 2012/1/26 Martin Møller :

...

That seems quite interesting. Thank you for bringing it to my attention ;)

I haven't had time to try anything yet, but I came to the conclusion that I would be able to handle this via if need be, where I could call a script to convert the due date and the current date to timestamps and return a number of seconds I could do 'ge' or 'lt' operations on.

It may not need to come to that now, but my Perl knowledge is unfortunately quite limited.

I will peruse this new fountain of knowledge for a bit!

/Martin.

...
...
...
Juan Manuel Clavero Almirón 26. januar 2012 13:09 >>>

Hi,

we use the package TicketOverviewHooked

[http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOvervie...],

...

to colorize tickets according to their type... maybe you could use it to colorize according to proximity to DueTime

Juan Clavero Almirón

De: Martin Møller [mailto:mmo@itq.dk] Enviado el: miércoles, 25 de enero de 2012 13:00 Para: User questions and discussions about OTRS. Asunto: [otrs] Svar: Re: Diff between PendingDate and Due date?

Are there any plans for making Due date something that can actually be actioned on without needing to code a lot of Perl?

Like, for example, a ticket going yellow X days before due date is reached, orange Y days before and red when due date has been missed.

If the case is closed, due date should be ignored, unless reopened.

It would lend a nice immediacy to the field that we would very much like here.

If not implemented in OTRS as such, is it possible, via <dtl if > or similar, to check how far the due date is from today? If so, I should be able to do the coloring in the templates from there...

It would also be nice if you could use Due date as a trigger in the Message (Event) setup...

Regards,

/Martin.

...
...
...
Nils Leideck - ITSM 4. oktober 2010 13:16 >>> Hi,

The pending date is used for the “pending *” status.

The Due Date is just another timestamp on the ticket

On 04.10.2010, at 23:43, Pradumna Maheshwari wrote:

Hello,

Can you tell me, what is difference between 'PendingDate' and 'Due date'?

Under what situation, should each one be used ?

thanks...

Pradumna Maheshwari

Cheers

Nils Leideck

— Nils Leideck Senior Consultant

http://webint.cryptonode.de / a Fractal project

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Susan Dittmar

26 Jan 26 Jan

12:50 p.m.

Quoting Juan Manuel Clavero Almirón (juanm.clavero@ibsalut.es):

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we use the package TicketOverviewHooked [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOvervie...], to colorize tickets according to their type

Looks very promising. Do you per chance know if there's a version of this for older OTRS versions? Thanks in advance, Susan

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participants (6)

Juan Manuel Clavero Almirón
Martin Møller
Michiel Beijen
Nils Leideck - ITSM
Pradumna Maheshwari
Susan Dittmar