Re: [dev] workflow in PendingJobs.pl

[Martin Edenhofer]

Hi Felix,

On Apr 2, 2008, at 14:13 , Felix J. Ogris wrote:

Normally a agent is setting a ticket to "pending auto close+" in e.  
g.
14d, then the agent want not to get a info in 14d first. Because if
the customer wrote an followup the ticket state will be changed to
"open", which means it will not be closed in 14d. But if the customer
sends no followup, the ticket should be closed automatically.

ok, that makes sense. I thought about "pending reminder", eg. an agent
notices a defect hard drive and contacts $BIG_HARDWARE_VENDOR.
Unfortunatelly, we have a next business day SLA for that server. So  
the
agent sets the ticket to "pending reminder" until next morning,  
8:00. Since
I've configured our OTRS not to show those tickets, nobody will be  
bothered
by that case. But on the next morning, the agent gets an email  
reminder
about it and can continue working on that re-opened case.
Maybe an additional agent notification, eg.  
$Lang::Agent::StateUpdate (like
$Lang::Customer::StateUpdate), will do the trick.


I'm not sure if I got it. %-)

For "pending reminder" exists already a $Lang::Agent::PendingReminder  
which should do what you mean.

Did I miss something?

 -Martin

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