Merci Sébastien, You're right on both problems... Probably it would takes ages to me to understand that StateAfterPending only works for pending auto states. And I didn't know you could activate the "state" field in the note...
Many thanks for the help. -----Messaggio originale----- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Sébastien Prud'homme Inviato: giovedì 19 giugno 2008 22.16 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] Reopen pending reminder 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/ _______________________________________________ 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/
