Hello all! Quick question. Using RH 7.3 and ORTS 1.0.2 (Sunset Beach) RPM install. Everything is working fine.......except for a seemingly minor issue. During evaluating OTRS, I set a ticket with a "pending reminder" option. After the timeout period had expired, I began receiving Notification Messages. I clicked on the link, viewed the pending ticket, yet I continue to receive notification messages for this ticket. Am I doing something wrong? What is supposed to happen once the ticket has reced its remined time but is not supposed to be closed. Thank you in advance. Adrian McCray LAN Manager
I think I figured it out. I didn't realize that responding to a ticket and not just creating a note is the only way of clearing a reminder flag. Adrian mccray -----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Adrian McCray Sent: Tuesday, April 22, 2003 2:21 PM To: otrs@otrs.org Subject: [otrs] Setting Ticket Reminders Hello all! Quick question. Using RH 7.3 and ORTS 1.0.2 (Sunset Beach) RPM install. Everything is working fine.......except for a seemingly minor issue. During evaluating OTRS, I set a ticket with a "pending reminder" option. After the timeout period had expired, I began receiving Notification Messages. I clicked on the link, viewed the pending ticket, yet I continue to receive notification messages for this ticket. Am I doing something wrong? What is supposed to happen once the ticket has reced its remined time but is not supposed to be closed. Thank you in advance. Adrian McCray LAN Manager _______________________________________________ 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
Hi Adrian, On Wed, Apr 23, 2003 at 10:19:41AM -0400, Adrian McCray wrote:
I think I figured it out. I didn't realize that responding to a ticket and not just creating a note is the only way of clearing a reminder flag.
Exactly! The system is reminding you until the ticket state (reminder flag) has changed.
Adrian mccray
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 11:29am up 66 days, 20:52, 6 users, load average: 0.57, 0.35, 0.23
The sceneria that I was in was: A customer reported an network error. I opend a ticket for it and set a remined to check on that error in 24 hrs. The customer did not need to be contacted, however, I was attempting to set a reminder to myself to check the ticket to close it out. At it is currently, I must respond to the customer in order for the reminder to be clear instead of responding to the ticket (i.e. a internal or external note.) Adrian -----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Martin Edenhofer Sent: Thursday, April 24, 2003 5:33 AM To: otrs@otrs.org Subject: Re: [otrs] Setting Ticket Reminders Hi Adrian, On Wed, Apr 23, 2003 at 10:19:41AM -0400, Adrian McCray wrote:
I think I figured it out. I didn't realize that responding to a ticket and not just creating a note is the only way of clearing a reminder flag.
Exactly! The system is reminding you until the ticket state (reminder flag) has changed.
Adrian mccray
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 11:29am up 66 days, 20:52, 6 users, load average: 0.57, 0.35, 0.23 _______________________________________________ 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
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Adrian McCray -
Martin Edenhofer