Pending customer response

[kevinpattison]

Hey all,

I'm quite confused about the predefined pending states. My helpdesk does technical support for developers to integrate into our systems. Because of this there can be long delays where we don't need to remind anyone of anything, and we don't want the tickets appearing on our lists. They will progress, but it's 100% up to the customer to do so.

Is there a relevant state type for this or should I create a new state type? The manual (http://doc.otrs.org/3.0/en/html/adminarea-status.html) gives absolutely no details about what the state types mean.

Kevin

[Lorenzo_Marschall]

Have you read this page?
http://doc.otrs.org/3.0/en/html/states.html

Pending auto close+ may be your favorite.

hth, Lorenzo