Pending status automatic setting of next reminder

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drodralv
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Pending status automatic setting of next reminder

Post by drodralv »

Hi,

We currently use 3 different states of pending status. Will be possible to automatically define the next reminder for each state? For Pending1 15 days, pending2 10 days and pending3 5 days ?

I could not find that within the sysconfig options. Is it in any newer version?

THank you

root
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Re: Pending status automatic setting of next reminder

Post by root »

drodralv wrote:
19 May 2020, 14:58
We currently use 3 different states of pending status. Will be possible to automatically define the next reminder for each state? For Pending1 15 days, pending2 10 days and pending3 5 days ?

I could not find that within the sysconfig options. Is it in any newer version?
Hi,

No, there nothing like this in version 6.

- Roy
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zzz
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Re: Pending status automatic setting of next reminder

Post by zzz »

Hey,

You can only have one default 'pending difference/time', which can be set in 'Ticket::Frontend::PendingDiffTime'.
You'll need to write some JavaScript if you want different default pending times per state.

— Emin
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drodralv
OTRS newbie
Posts: 87
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Pending status automatic setting of next reminder

Post by drodralv »

Oh yes, i see that option now, 1 day by default.

Thank you guys

drodralv
OTRS newbie
Posts: 87
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Pending status automatic setting of next reminder

Post by drodralv »

Hi,

We have set a state change during the workflow of some processes due the need of someone approving the tickets. So the ticket changes state "Open" to "Pending to be authorized" and to "Approved" once is approved by the approver.

For that state changing to "Pending" automatically because of the transition action, the pending diff time is not automatically set, is that normal? Are the times being set only when having that field to be define in the screens of classifying ticket, pending.. etc?

If that is the normal behaviour, could i add a transition action to set that pending time to 5 days for example anyhow?

Thank you

skullz
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Re: Pending status automatic setting of next reminder

Post by skullz »

When using transition action ticket state update, there is an additional option to set the pending time by seconds..I think the key is 'PendingTimeDiff'..however do check the official doc process management for confirmation.

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