Hi
I have a generic agent script that sets tickets to 'pending auto close+'
state as below.
I then have a purge job that runs weekly & should close all the old
'pending auto close+' tickets, but it isnt.
when i look at all the tickets, there are loads now set to 'pending auto
close+' but none of them have a time set.
where as when i change their states manually a pending time gets set.
does anyone know the keyword to initialize the pendingtime time from
genericagent
thanks
# --
# [name of job] -> Autoclose 7 day old tickets
# --
# get all tickets with these properties
Queues => ['Q1', 'Q2'],
States => ['new', 'open'],
New => {
State => 'pending auto close+',
Note => {
From => 'AutoCloser',
Subject => 'Changing the state to pending auto',
Body => 'State changed to pending auto close+ by
GenericAgent. this will be closed in 1week.',
},
},
},
# --
# [name of job] -> PURGE
# --
'close all week old tickets' => {
# get all tickets with these properties
Queues => ['Q1', 'Q2'],
State => 'pending auto close+',
TicketPendingTimeOlderMinutes => 8640,
# use just the options which should be changed!)
New => {
State => 'closed successful',
},
},
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