[otrs] changing state of pending tickets

[Alexander Halle]

Hi list,

how does OTRS change the state from "pending reminder" to "open" after
the pending time is reached ?

Occasionally we have tickets with high negative "pending till" values
like "-2 days 4 hours" and state "pending reminder" instead of state "open".

I tried /otrs/bin/PendingJobs.pl but this only sends notifications for
these tickets and lets the state unchanged.

Thanks in advance

Alexander

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[Michiel Beijen]

Hi Alexander,

The trick is, it does not. OTRS will keep the status in "Pending" and
keeps sending notifications until action is taken.

It's trivial to create a GenericAgent job that sets the status to
Open, if you'd like that.

((enjoy))
-
Michiel Beijen
R&D

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[Alexander Halle]

Michiel Beijen wrote :

> The trick is, it does not. OTRS will keep the status in "Pending" and
> keeps sending notifications until action is taken.
>
> It's trivial to create a GenericAgent job that sets the status to
> Open, if you'd like that.

Hi Michiel,

now I understand the mechanism, thanks a lot ! This solved my problem.

Regards