On Wednesday, February 25, 2004 8:00 AM Daniel Balan wrote:

Wright. But isn't this something that OTRS should set automatically ?

Well, it does - if you tell it to. Because of the flexibility arising from the state model it is merely not possible to fully automate it. What if the other day you decide to introduce a new tier, resulting in the tickets not being closed, but simply moved away, say to QM? You get the point... Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

Hello Martin, 10q ..we managed to deal with it :) Daniel ---------- Thursday, February 26, 2004, 12:57:11 AM, you wrote: Martin> Hi Daniel, Martin> On Wed, Feb 25, 2004 at 09:00:57AM +0200, Daniel Balan wrote:

...

But isn't this something that OTRS should set automatically ?

Martin> Yes. OTRS should close this ticket (if Martin> StateAfterPending is so defined). Martin> The "bin/PendingJobs.pl" should do this close task Martin> (take care that this is in the Martin> crontab).

...

Daniel

Tuesday, February 24, 2004, 9:32:55 PM, you wrote:

Robert> On Tuesday, February 24, 2004 4:16 PM Robert> Daniel Balan wrote:

...

...

A made a status: "Waiting for Customer Verification +" Status type=pending auto > this should close the ticket if the customer does not reply in x days. Robert> ... At that moment (2004/02/22 17:06) I was expecting the ticket to be closed, but today I have: Pending till: -1 day 23 hours

Robert> You probably didn't set the following state in Config.pm:

Robert> $Self->{StateAfterPending} = { Robert> 'pending auto close+' => 'closed successful', Robert> 'pending auto close-' => 'closed unsuccessful', Robert> 'Waiting for Customer Verification +' => 'closed successful', Robert> };

Robert> hth,

Robert> Robert Kehl

Martin> _______________________________________________ Martin> OTRS mailing list: otrs - Webpage: http://otrs.org/ Martin> Archive: http://lists.otrs.org/pipermail/otrs Martin> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Martin> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/