Tried the change:

$Self->{ViewableStateType} = ['new', 'open', 'pending reminder'];

and it appeared to make no difference, also removed the 'pending reminder' from the setting and this also made no difference. Made the change by adding the line to the Config.pm and then running 'rcotrs restart'. Tested by unlocking a ticket which was 'pending reminder' in 1 day, locked and owned by myself. It then appeared in the QueueView, what we want is for the item to stay out of the queue view until the pending time has been exceeded. Am running 'Powered by OTRS 1.1.3' on SuSe 8.2. Any ideas, thoughts gratefully received, Neil

On Monday, September 29, 2003 1:26 PM Neil Gow wrote:

...

The main thing we are having problems understanding is the QueueView and AUTO items. Ideally we would like to exclude all AUTO items from the queueview by default unless they have exceeded the time set against them.

You control which sort of Types are to be displayed via a setting in Config.pm:

$Self->{ViewableStateType} = ['new', 'open', 'pending reminder'];

The above should do what you want.

Regards,

Robert

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-- Regards Neil Gow Tel/Fax: +44(0)8701624900 http://www.callagenix.com

Thanks, restarted apache (doh!) and that had an effect, although not quite what was expected. The line:

$Self->{ViewableStateType} = ['new', 'open', 'pending reminder'];

made no difference unlocked, pending reminders still appeared. Tried :

$Self->{ViewableStateType} = ['new', 'open'];

and they disappeared, great. But when the pending time was exceeded they did not reappear in the Queueview? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: 08 October 2003 18:23 To: User questions and discussions about OTRS. Subject: Re: [otrs] Queueview - exclude AUTO tickets On Wednesday, October 08, 2003 6:42 PM ngow wrote:

Made the change by adding the line to the Config.pm and then running 'rcotrs restart'.

Try one(!) of the following rcapache restart apachectl restart /etc/init.d/apache restart /etc/rc.d/init.d/apache restart rcotrs doesn't restart Apache. hth, Robert Kehl _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.524 / Virus Database: 321 - Release Date: 06/10/2003

Neil, Do you have the PendingJobs.pl cron job running? If so, check the schedule you've got it on and make sure that it's actually run after the time expired for a Pending ticket. If that is correct, try running it manually to see what the output is; it might be giving an error and since it's on a cron job you don't notice. -- Chris Salter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Neil Gow Sent: October 9, 2003 5:10 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queueview - exclude AUTO tickets Thanks, restarted apache (doh!) and that had an effect, although not quite what was expected. The line:

$Self->{ViewableStateType} = ['new', 'open', 'pending reminder'];

made no difference unlocked, pending reminders still appeared. Tried :

$Self->{ViewableStateType} = ['new', 'open'];

and they disappeared, great. But when the pending time was exceeded they did not reappear in the Queueview? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: 08 October 2003 18:23 To: User questions and discussions about OTRS. Subject: Re: [otrs] Queueview - exclude AUTO tickets On Wednesday, October 08, 2003 6:42 PM ngow wrote:

Made the change by adding the line to the Config.pm and then running 'rcotrs restart'.

Try one(!) of the following rcapache restart apachectl restart /etc/init.d/apache restart /etc/rc.d/init.d/apache restart rcotrs doesn't restart Apache. hth, Robert Kehl _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.524 / Virus Database: 321 - Release Date: 06/10/2003 _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/