OTRS 5.0.21 state "pending auto close +" not working

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Thomymaster
Znuny newbie
Posts: 76
Joined: 26 Sep 2016, 10:50
Znuny Version: 5.0.12
Company: MPImF Heidelberg

OTRS 5.0.21 state "pending auto close +" not working

Post by Thomymaster »

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 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
root
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Re: OTRS 5.0.21 state "pending auto close +" not working

Post by root »

Hi,

Did you check if the daemon is running and all daemon related SysConfig settings?

- Roy
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Thomymaster
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

Post by Thomymaster »

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
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
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