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

[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

[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

[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?

[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?

[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

[amdkryn]

So what is the purpose of defining the date and time? I set up cron to run every 30 minutes.

[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.