Hello,
i use OTRS 6 Free for manage the tickets. So people here in the company open tickets there for me and i go trough them. This works perfect. But one thing that i am not able to find:
Is there a way to hold i ticket? I mean like if i get a ticket that is only relevant in 2-3 weeks, can i kind of "hide" it till then? Because otherwise it stays in my open ticket list and its kind of annoying.
Thanks and sorry if my english is not the best
Hold/Hide Ticket
Moderator: crythias
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- Znuny newbie
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- Administrator
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Re: Hold/Hide Ticket
Hi,
That's what the state 'pending reminder' is for.
It's not really hidden but out of the focus if you use OTRS like intended.
- Roy
That's what the state 'pending reminder' is for.
It's not really hidden but out of the focus if you use OTRS like intended.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
- Posts: 3
- Joined: 08 Nov 2018, 09:18
- Znuny Version: OTRS 6
Re: Hold/Hide Ticket
Hi, thanks for your answer.
When i put a date on "Pending date" lets say in 1 hour, then the ticket lands under "escalated tickets". I guess thats something normal. But then the ticket never comes back from excalated tickets to open tickets :/ Even when the time is over. Am i doing something wrong?
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- Administrator
- Posts: 3957
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Hold/Hide Ticket
Hi,
pending reminder is a state and has nothing to do with an escalation. One possibility is to suspend the escalation. There are add-on for this availbale, some commercial and some for free.
- Roy
pending reminder is a state and has nothing to do with an escalation. One possibility is to suspend the escalation. There are add-on for this availbale, some commercial and some for free.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 3
- Joined: 08 Nov 2018, 09:18
- Znuny Version: OTRS 6
Re: Hold/Hide Ticket
Ok so that you can see what i do:
I open an ticket that i want to put on hold. Then on top where the options are i choose "pending". There i put a pending date in, lets say 1 hour later then now. I need to write a subject and a text. After it i submit it.
Now the Ticket gets out of my "open tickets" and appears in "escalated tickets". And after that nothing happens anymore :/
I open an ticket that i want to put on hold. Then on top where the options are i choose "pending". There i put a pending date in, lets say 1 hour later then now. I need to write a subject and a text. After it i submit it.
Now the Ticket gets out of my "open tickets" and appears in "escalated tickets". And after that nothing happens anymore :/