2008/6/18 CARNINO Daniele <[EMAIL PROTECTED]>: > Hello all, > in our OTRS implementation we are planning to only use "pending reminder" > status, togeter with "close" and "open". > I have two questions for you: > > a) There's a way to have the "pending reminder" tickets reopened > automatically at the end of pending period? > I've try with Ticket:StateAfterPending in Core:Ticket with no success. > Should I use the generic agent for that duty?
StateAfterPending only works for pending auto states. By default there are only "close auto +" and "close auto -" states. You should try to add a new pending auto state called for instance "close auto open" and add a line in StateAfterPending fot this new state. As that is not a pending reminder state, you should not receive a notification email when the pending is timing out. > > b) Furthermore, there's another way to set manually the status to "open" > other than using "compose answer" and set the new status? > This, because we don't want let the customer know that ticket has reopened. > You can add an internal note to do that _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
