agent answer on customer email, and if customer do not reply or send
followup
on that ticket again in 3 days, ticket auto-closing ?
Yes, that's what it's meant for:
pending autoclose+ => ticket autoclose with state "closed successful"
pending autoclose- => ticket autoclose with state "closed unsuccessful"
Bye,
Gabriele
----- Original Message -----
From: "Mike Lykov" <[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Wednesday, December 12, 2007 1:35 PM
Subject: [otrs] what is "pending autoclose+/-" ?
Hi all.
By default, OTRS create states like new/open/closed, its needed in process
(although about difference between new and open I not guess straight away)
Also it create states
pending autoclose+
pending autoclose-
how it work? what difference between this?
Can the system work with scheme like this:
agent answer on customer email, and if customer do not reply or send
followup
on that ticket again in 3 days, ticket auto-closing ?
this scheme must be "by-default" without any agent actions.
Or better use genericagent functionality?
Mike
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