changing state of pending tickets
Hi list, how does OTRS change the state from "pending reminder" to "open" after the pending time is reached ? Occasionally we have tickets with high negative "pending till" values like "-2 days 4 hours" and state "pending reminder" instead of state "open". I tried /otrs/bin/PendingJobs.pl but this only sends notifications for these tickets and lets the state unchanged. Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hi Alexander,
The trick is, it does not. OTRS will keep the status in "Pending" and
keeps sending notifications until action is taken.
It's trivial to create a GenericAgent job that sets the status to
Open, if you'd like that.
((enjoy))
-
Michiel Beijen
R&D
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On Fri, Mar 12, 2010 at 12:27 PM, Alexander Halle
Hi list,
how does OTRS change the state from "pending reminder" to "open" after the pending time is reached ?
Occasionally we have tickets with high negative "pending till" values like "-2 days 4 hours" and state "pending reminder" instead of state "open".
I tried /otrs/bin/PendingJobs.pl but this only sends notifications for these tickets and lets the state unchanged.
Thanks in advance
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
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Michiel Beijen wrote :
The trick is, it does not. OTRS will keep the status in "Pending" and keeps sending notifications until action is taken.
It's trivial to create a GenericAgent job that sets the status to Open, if you'd like that.
Hi Michiel, now I understand the mechanism, thanks a lot ! This solved my problem. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
participants (2)
-
Alexander Halle -
Michiel Beijen