Hi Team,
I have otrs 5.0.9 installed on centos 7.
When replying to a ticket would it be possible to get the "Next ticket state" to be as "Pending auto close" and the the pendingdate to be 5 working days after that replay or the last reply?
Regards,
Rajbps
Next ticket state
Moderator: crythias
Re: Next ticket state
Hi rajbps,
You should be able to do this manually when replying to a ticket. All you have to do is change the next ticket state from Open to Pending auto close in the popup window when replying to a ticket. From there you can set the pending time to however long you would like.
You could also do this with a generic agent that runs whenever a new reply is posted to the ticket. You can update the ticket attributes to change the state to Pending auto close, and you can also set the pending time from a generic agent.
You should be able to do this manually when replying to a ticket. All you have to do is change the next ticket state from Open to Pending auto close in the popup window when replying to a ticket. From there you can set the pending time to however long you would like.
You could also do this with a generic agent that runs whenever a new reply is posted to the ticket. You can update the ticket attributes to change the state to Pending auto close, and you can also set the pending time from a generic agent.
OTRS v5.0.10 with ITSM extension.
MySQL database
Ubuntu 16.04 LTS
MySQL database
Ubuntu 16.04 LTS
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- Znuny newbie
- Posts: 20
- Joined: 17 Dec 2015, 12:48
- Znuny Version: KixDesk 17
- Real Name: Andreas
Re: Next ticket state
Hi,
search for "StateDefault" in SysConfig and you'll find places where you can preset the ticket state.
In your case in might be Frontend::Agent::Ticket::ViewEmailOutbound or Frontend::Agent::Ticket::ViewCompose
You can set a global "PendingDiffTime": in SysConfig select "Ticket" and then Frontend::Agent
Regards,
Andreas
search for "StateDefault" in SysConfig and you'll find places where you can preset the ticket state.
In your case in might be Frontend::Agent::Ticket::ViewEmailOutbound or Frontend::Agent::Ticket::ViewCompose
You can set a global "PendingDiffTime": in SysConfig select "Ticket" and then Frontend::Agent
Regards,
Andreas