Lawrence Marshall
Mon, 08 Feb 2010 11:41:02 -0800
Sittin' n airport bored... Responses are inline. Nuno Ranito wrote: 1) how I set the time between pending auto close and close?
Agents set the time, but the default can be changed in the system config (I think it defaults to 24 hours?). Search Admin|SysConfig it can be changed. 2) what is the diference between internal and external note? The external note does not count as a response, correct? Internal is only viewable by agents, exyernal is availbe to client (via web interface). No a note is not considered a response as they are not sent to the client. 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? Both of the auto close states do this in their default configurations. If you are looking for more specific check out the thread... 'Best way to close tickets automatically'. This is a very recent post. gl
--------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/