Of course it shoud read:
<snip>
i stumbled across i problem when trying to move tickets
that are escalated from one queue (foo) to another (bar) with states other than
"new" and "open".
.
</snip>
Am 16.03.12 15:57, schrieb Franz Esberger:
> Dear all,
>
> i stumbled across i problem when trying to move "new" and "open" tickets
> that are escalated from one queue (foo) to another (bar).
>
> I setup a GenericAgent:
>
> # [name of job] -> upstairing mechanism
> 'upstairing mechanism' => {
> # job applies to tickets which:
> Queue => 'foo',
> States => ['new','open'],
> Escalation => 1,
> # new ticket properties
> New => {
> Note => {
> Queue => 'bar',
> From => 'Upstairing Mechanism',
> Subject => 'Ticket Moved!',
> Body => 'Moved to get the Customer satisfied',
> ArticleType => 'note-internal', #
> note-internal|note-external|note-report
> },
> },
> },
>
> The Problem i'm stuck with is that the Job itself is running wonderfully
> for all escalated Tickets in Queue "foo", but the Filter on
>
> States => ['new','open'],
>
> just doesn't seem to work (although the filter is mentioned in
> GenericAgent.pm.examples), i always get all escalated Tickets, even if
> the're in pending* States.
>
> Expected behaviour: Move all escalated Tickets in Queue "foo" with
> States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
>
> I am using OTRS 2.4.12 on Linux.
>
>
> Any hint appreciated ...
> cheers,
> ffe
>
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