Edmond Chan wrote :
Can agent change the status of a pending ticket to "open"?
I can NOT find any action in agent ticket zoom in page to change the
status of a pending ticket (status: pending reminder, pending close+ or
pending close-) to "open".
Hello Edmond,
we change the status manually by the add note mask or automatically by
an generic agent. You can also change the status by other masks like
priority if you have allowed this via SysConfig.
Per the original OTRS ticket status design, which action is agent
supposed to take when pending time of a pending reminder ticket has been
reached?
What is the expected next status of a pending reminder ticket?
This is not defined, because it depends of your specific workflow.
Usally the agents receive an email notification and then continue
working on that ticket.
We for example change the status automatically via a generic agent to
open and change the queue when the pending time is reached.
Regards
Alexander
--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152
Web: http://www.radprax.de
---------------------------------------------------------------------
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/
