[giulino-lenzi]

Hi everyone

Is it possible to to use the pending date countdown (by Pending-reminder) to change the ticket status to OPEN instead of „Closed (un)seccessfully“ after time expires  ?

(Otobo 10.1.5  – no dockers)

 

Thank you very much

Julian

 

 

[Stefan Abel]

Hello,

in case you take the state type „pending auto“ for a status, you can define the target state in the system configuration setting „Ticket::StateAfterPending“. This is the state that will be set automatically when the pending time for that pending auto state is reached.

Kind regards
Stefan

[giulino-lenzi]

Hi Stefan !

Thank you for the hint, but I am still in trouble in understanding that setting, so let me ask a confirmation.

The procedure for my question would be:

• Add a new line in „Ticket::StateAfterPending“;
• in the left field, type (since there is no drop down) „pending reminder“;
• in the right field, type „open“ (since here also we have no drop down) .

Like a „IF left field THEN right field“ ?

Thank you very much

Julian

 

 

 

 

[Stefan Abel]

Hi,

Exactly. The left „column“ is the source state name. The right „column“ is the target state name, that should be set as soon as the pending time for the source state has been reached.

In the default configuration you should see two examples:

• pending auto close+ => closed successful
• pending auto close- => closed unsuccessful

So in your case you would add a new line and enter „pending reminder“ on the left and „open“ on the right.

Please don’t forget to change the state type for „pending reminder“ (state name) from „pending reminder“ (state type) to „pending auto“ (state type).

Cheers
Stefan

[Autor]

Beiträge