Re: [otrs] Reopen pending reminder

[Holly.A...@eur.checkpt.com]

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.


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> 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 holly.a...@eur.checkpt.com www.checkpointsystems.com P Please consider the environment before printing this message

[Anton Gubar'kov]

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 <Holly.A...@eur.checkpt.com>

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