pending reminder

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branoma
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pending reminder

Post by branoma » 07 Feb 2012, 08:17

Agent set up pending reminder for one ticket, after time agent update status of ticket to closed sucessfull but she repeately receive email notification "pending remainder" for this ticket. How can I switch off pending reminder email notification?

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Re: pending reminder

Post by jojo » 07 Feb 2012, 12:05

if the ticket is closed no notification will be sent.

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yuri0001
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Re: pending reminder

Post by yuri0001 » 08 Feb 2012, 10:08

See Ticket::EventModulePost###150-TicketPendingTimeReset in SysConfig in Ticket -> Core::Ticket
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branoma
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Re: pending reminder

Post by branoma » 08 Feb 2012, 15:44

I have two inputs there
Event - TicketStateUpdate
Module - Kernel::System::Ticket::Event::TicketPendingTimeReset

With this setting agent receive repeately notification even ticket changed status from pending to clossed succesful

eyucks
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Re: pending reminder

Post by eyucks » 09 Jul 2013, 04:01

Same here,

How about when we set pending reminder and we receive 1st reminder from otrs after reached pending date and time.
We update the note and the state changed and then we close the ticket.
After that we still receive same notification pending reminder after we close the ticket.
This notification occurs to the ticket that has been set for pending reminder only.

Any idea?

eyucks
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Re: pending reminder

Post by eyucks » 16 Jul 2013, 04:02

:(

eyucks
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Re: pending reminder

Post by eyucks » 13 Nov 2013, 06:04

Any help ?

Code: Select all

Ticket::EventModulePost###150-TicketPendingTimeReset 

[u]Key[/u]
Event             TicketStateUpdate
Module           Kernel::System::Ticket::Event::TicketPendingTimeReset
I set one ticket to pending, then ticket reached time. then update note and close the ticket.
I still receive an email notification said "Ticket reminder has reached! (update from email)"

andreaotrs6
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Re: pending reminder

Post by andreaotrs6 » 17 Oct 2018, 11:25

Hi everyone, I've the same problem, someone have a solution? My problem is that an agent/owner receives continuously the " Unlocked Ticket Pending Reminder Time Reached " notifications but the ticket itself was completely deleted.
I can't disable the "Ticket::PendingNotificationOnlyToOwner", I think it's a system setting unchangeable, but is there a way to stop sending these notifications indistinctly? Probably the agent has not changed the ticket status before canceling it and now OTRS sends the notification every 24h.
Thanks in advance for your help.

Andrea

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christianclavet
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Re: pending reminder

Post by christianclavet » 18 Oct 2018, 21:50

Hi, For ordinary pending remainder tickets, I have implemented something using the generic agent on the agent web gui.

The agent check for the pending notification event and set the selected ticket state to open. Have you tried this?

Humm..
If your ticket was deleted, it should not send notifications. Use the ticket search feature and look for closed tickets.
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