Pending Reminder tickets in Closed tab of CustomerOverview

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dirkom
OTRS newbie
Posts: 1
Joined: 12 May 2018, 22:23
OTRS Version?: OTRS 5

Pending Reminder tickets in Closed tab of CustomerOverview

Post by dirkom » 14 May 2018, 11:56

Hi there,

I am using two statuses with Pending Reminder type to wait for the customer reply, but the tickets in this statuses show in the Closed tab of the customer overview, so that the customer don't see them and never reply.

Is this the expected behaviour? if so, why?
if not, how can I change this to show them in the Open tab? (or maybe crate a new Waiting tab if it is easier...)

Thanks in advance!

Marc

mstrd308
OTRS newbie
Posts: 5
Joined: 08 Dec 2017, 16:07
OTRS Version?: 3.2.6

Re: Pending Reminder tickets in Closed tab of CustomerOverview

Post by mstrd308 » 16 May 2018, 09:58

Hi Marc,

Tickets are devided into three "categories" which are open, closed and all tickets.

OTRS filters "open" and "closed" category by the type of the ticket's current state:
- "Open" Tickets are all tickets, which current ticket state type is defined in sysconfig under group "Core::Ticket" in key "Ticket::ViewableStateType".
- "Closed" Tickets are all those tickets, which state type is not defined in this setting.

"All" Tickets are not filtered by ticket state type at all.

http://doc.otrs.com/doc/manual/admin/5. ... eStateType

Cheers,
Florian

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