Hello, Holly. I couldn't see any reason why you decided to introduce a new state type close auto open. I would define a new state 'close auto open' of the stateType 'pending auto' and I would define Ticket::StateAfterPending 'close auto open'->'open'.
You need to schedule bin/PendingJobs.pl to run on a regular basis to do the state changes for you. Regards, Anton. 2010/3/19 <[email protected]> > Hi OTRS team, > > We are also looking towards implementing a function to auto-open a ticket > when a certain time has passed like in the e-mail below. Since we cannot > manage to set this function properly, would you be so kind to explain to us > step by step how to get this "auto close open" function properly added. This > is what we did but the "auto close open" state does not appear, when we try > to compose a new ticket. > > Under > > Ticket -> Core::Ticket > Ticket::ViewableStateType: > > new > open > pending auto > pending reminder > close auto open > > under Ticket::PendingAutoStateType: > > pending auto > close auto open > > > under Ticket::StateAfterPending: > > key: close auto open content: open > key: pending auto close+ content: close succesfull > key: pending auto close- content: closed unsuccesfull > > > Under Ticket::Frontend::AgentTicketCompose###StateType: > we have > > open > closed > close auto open > > > Thank you in advance for your time and answer. > > > > ----------------------------------------------------------------------------- > > >* 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 > * > Holly Avramovic* > Customer Service > * > Checkpoint Systems* > Akkermansbeekweg 12 > 7061 ZA, Terborg > The Netherlands > Tel: +31 (0)315 39 5928* > **[email protected]* <[email protected]>* > **www.checkpointsystems.com* <http://www.checkpointsystems.com/> > > P Please consider the environment before printing this message > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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