You're right; the pending time field is missing. This is obviously not that hard to fix. Please file a bug report. -- Mike On Fri, May 27, 2011 at 09:53, Lars Jørgensen wrote:

Bump.

No thoughts on this? Should I open a bug?

Lars

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Friday, May 13, 2011 10:26 AM To: User questions and discussions about OTRS. Subject: [otrs] Setting pending states via generic agent does not set pending time

Hi,

When we move tickets into a specific queue, we want them to be autoclosed after seven days and the customer notified.

I can accomplish most of this with a generic agent and an event based notification. Only thing missing is the pending time.

If I manually set a ticket to "autoclose+" I can see that OTRS sets a "SetPendingTime" in the ticket history, and in the TicketZoom I can see when the ticket will autoclose. If I set a ticket to "autoclose+" by a generic agent, there is no pending time set on the ticket.

Is there a way to accomplish this?

Lars

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