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. 1. define new state "pending auto reminder" with state type "pending auto": https://otrs/otrs/index.pl?Action=AdminState 2. Modify ticket viewable types in https://otrs/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSub...; 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 3. In https://otrs/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSub... 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. 4. 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?

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Greetings. Has anyone successfully implemented OTRS ITSM using Services as their ticket classification scheme? And if so can you share that scheme? Best regards, Jim ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------