Hi Felix,
On Mar 25, 2008, at 15:46 , Felix J. Ogris wrote:
wouldn't it be more useful if PendingJobs.pl reminds about pending
tickets
first? So agents would receive an email if a ticket has reached
pending
time. Afterwards the state of that ticket could be set to "open" or
whatever.
Applying this is quite simple. Just put everything below "# do
ticket auto
jobs" (except the final exit) after the copyright notice.
It depends on the use case.
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.
What is your use case?
Greetings,
-Martin
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