[SOLVED] "pending auto reopen" don't reopen a ticket

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amdkryn
OTRS expert
Posts: 187
Joined: 02 Oct 2012, 02:52
OTRS Version?: 5.0.27

[SOLVED] "pending auto reopen" don't reopen a ticket

Post by amdkryn »

Created the type "pending auto reopen" to reopen a ticket when the time expires, however, is not working. The option available but this does not work. My idea is that tickets to "reopen pending auto" switch to "open".

The status "pending auto close +" and "pending auto close-" does not change the status of the ticket when the time expires, what can be?

Thanks in Advance
Last edited by amdkryn on 18 Mar 2016, 22:38, edited 1 time in total.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

wurzel
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Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: "pending auto reopen" don't reopen a ticket

Post by wurzel »

Hi,

you have kix installed, don't know if it is different here but:
in sysconfig you've to define the pending and the follow up states
and cronjobs have to run (pending jobs.pl)

Flo
OTRS 8 SILVER (Prod)
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    amdkryn
    OTRS expert
    Posts: 187
    Joined: 02 Oct 2012, 02:52
    OTRS Version?: 5.0.27

    Re: "pending auto reopen" don't reopen a ticket

    Post by amdkryn »

    Hi,

    Yes, I use the sysconfig Kix but I had already changed and that the next ticket status is changed to open.

    I made new tests and the "pending auto close +" and "pending auto close-" work, however, do not respect the date and time that I determine. Status was changed automatically long after I specified.

    With these two work status but not reopen. Do I need to change something in the database?
    OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

    amdkryn
    OTRS expert
    Posts: 187
    Joined: 02 Oct 2012, 02:52
    OTRS Version?: 5.0.27

    Re: "pending auto reopen" don't reopen a ticket

    Post by amdkryn »

    I made some changes and now is working, but the time has set is not working. For example, I've set to reopen the ticket to 13h and only reopened at 14:45. Any suggestions?

    What changes should I do in cron?
    OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

    wurzel
    OTRS guru
    Posts: 2990
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: "pending auto reopen" don't reopen a ticket

    Post by wurzel »

    Hi,

    as I said, the cronjobs trigger the follow up states. If it is running once a day you have a delay of max 24h
    if it runs all 2 minutes you'll have max 2 minutes delay.

    And the pending and follow up states, you need to configure in sysconfig.

    Flo
    OTRS 8 SILVER (Prod)
    OTRS 8 auf Debian 10 (Test)
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

      -- Ich beantworte keine Forums-Fragen PN - No PN please

      I won't answer to unfriendly users any more. A greeting and regards are just polite.

      amdkryn
      OTRS expert
      Posts: 187
      Joined: 02 Oct 2012, 02:52
      OTRS Version?: 5.0.27

      Re: "pending auto reopen" don't reopen a ticket

      Post by amdkryn »

      So what is the purpose of defining the date and time? I set up cron to run every 30 minutes.
      OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

      amdkryn
      OTRS expert
      Posts: 187
      Joined: 02 Oct 2012, 02:52
      OTRS Version?: 5.0.27

      Re: "pending auto reopen" don't reopen a ticket

      Post by amdkryn »

      Just to document (why just today I came to this problem):

      Edit Config Settings in Ticket -> Core::Ticket

      --> In Ticket::PendingAutoStateType add:
      pending auto reopen

      --> In Ticket::StateAfterPending add
      pending auto reopen = open

      * I do not use more the Kix4OTRS.
      OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.

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