Hi
I am using OTRS 5.0.21 and want to achieve the following:
A ticket is in the "open" state and if the agent sets it to "pending auto close +" the user should be notified that the ticket will be auto-closed unless he/she replies to the email within i.e. 14 days or if an agent writes a comment withing this period.
This notification works, however the ticket doesn't switch its state even if the 14 days are over.
Neither if there is a reply via email back (new state should be "open"), nor if nothing happens (state should be "closed successfully")
What am i doing wrong?
Best,
Thomas
OTRS 5.0.21 state "pending auto close +" not working
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OTRS 5.0.21 state "pending auto close +" not working
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
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Re: OTRS 5.0.21 state "pending auto close +" not working
Hi,
Did you check if the daemon is running and all daemon related SysConfig settings?
- Roy
Did you check if the daemon is running and all daemon related SysConfig settings?
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 76
- Joined: 26 Sep 2016, 10:50
- Znuny Version: 5.0.12
- Company: MPImF Heidelberg
Re: OTRS 5.0.21 state "pending auto close +" not working
Hi
I changed the following via SysConfig:
Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck
45 */2 * * * -> */5 * * * *
And now it works, i just didn't know that the interval was set so high (of course, i had to restart the daemon afterwards).
Cheers
Thomy
I changed the following via SysConfig:
Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck
45 */2 * * * -> */5 * * * *
And now it works, i just didn't know that the interval was set so high (of course, i had to restart the daemon afterwards).
Cheers
Thomy
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS