Problem with changing default PendingDiffTime

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zabor
OTRS newbie
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Problem with changing default PendingDiffTime

Post by zabor » 17 Apr 2012, 17:59

Hello,

I would change default Ticket::Frontend::PendingDiffTime from 86400 (1 day) to 1209600 (14 days).
First problem was that, the PendingDiffTime field accept only 6digits, so I made changes in /opt/otrs/Kernel/Config/Files/Ticket.xml
I've change regex syntax from

Code: Select all

<String Regex="^[0-9]{1,6}$">86400</String>
to

Code: Select all

<String Regex="^[0-9]{1,7}$">86400</String>
, and then one again put 1209600 into PendingDiffTime field and approve changes.

But the problem is with auto filling callendar while I would like to set pending state.
Before I've made changes, one day was always add to the callendar, but now is automatically set to the present day. pls help me with that :)

If sth is not clear, pls do not hestiate to contact with me :)

p.s. Pls forgive me any typos....

Regards,
zabor

micshi
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Re: Problem with changing default PendingDiffTime

Post by micshi » 20 Apr 2012, 04:51

you should read source code of ticket compose action.
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jojo
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Re: Problem with changing default PendingDiffTime

Post by jojo » 20 Apr 2012, 08:00

Hi, you should change the xml files as the will and need to be ovewritten by an update.

You can change the time in the sysconfig
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zabor
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Joined: 26 Mar 2012, 20:41
OTRS Version?: 3.0.5

Re: Problem with changing default PendingDiffTime

Post by zabor » 20 Apr 2012, 10:28

micshi wrote:you should read source code of ticket compose action.
Thx for advice micshi but which file did you mean, is it: /opt/otrs/Kernel/Modules/AgentTicketCompose.pm ?

----
jojo wrote:Hi, you should change the xml files as the will and need to be ovewritten by an update.
You can change the time in the sysconfig
I've changed /opt/otrs/Kernel/Config/Files/Ticket.xml and set time to 1209600 in sysconfig (Ticket::Frontend::PendingDiffTime).
But you said xml files, is there something else then Ticket.xml to change?
Regards,
zabor

jojo
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Re: Problem with changing default PendingDiffTime

Post by jojo » 20 Apr 2012, 11:06

Sorry I forgot a word:

Hi, you should not change the xml files as the will and need to be ovewritten by an update.



Just use sysconfig
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

traduceretehnica
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Joined: 04 May 2012, 09:33
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Re: Problem with changing default PendingDiffTime

Post by traduceretehnica » 04 May 2012, 09:39

i still can't manage to get it work.

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