Znuny Open Source Ticketsystem

My problem solved by commenting a respective code block in Kernel/Modules/AgentTicketCompose.pm

# set pending time
#elsif ( $StateData{TypeName} =~ /^pending/i ) {
# $Self->{TicketObject}->TicketPendingTimeSet(
# UserID => $Self->{UserID},
# TicketID => $Self->{TicketID},
# Year => $GetParam ...

crythias wrote:You might try using the generic agent

Unfortunately, it cannot help with the dynamic fields processing.

P.S. Maybe it's real with some custom "hand-made" modules, but out-of-the-box I guess not.

As for now, ticket changes it's state to "Unsolved" when deadline date is reached.
Can I do the same with dynamic field?

I want to use this pending time as a deadline indicator. I know it is not natural but it's almost what I want :-)
Pending time changes on Agent response only . Adding note doesn't change pending time (if next state isn't chosen). Client's incoming message doesn't change pending time too.
Can I ...

Typically there needs to be a next state on submitting this template
Yes, it is. But I need to preserve the current state with it's pending time as is. And also I need a possibility to change the state to another if required. Is this possible?

P.S. Default state for response was deactivated by ...

Hello all.
I have some ticket in pending state with certain pending date (set as deadline). When I send response to Client, ticket's pending time changes to default (for a 24 hours), even if next state isn't defined.

http://i42.fastpic.ru/big/2012/0919/de/5a87a38bfbce5f2a57309b6b0715c9de.png

Is ...

Что ж вы так рекламируете этот форум-то? :-)

Проблема в какой-то мере решилась переустановкой начисто с версии 3.1.4 на 3.1.10. Новый StateType был добавлен при настройке в первую очередь и, собственно, добавился.

I have installed a new clean 3.1.10 version and as the first step added my custom state type successfully. Maybe previous 3.1.4 version has some kind of bug or highly misconfigured either.

I will keep on trying to figure it out by myself.
Thanks anyway.

Вот ответ с англоязычной ветки: viewtopic.php?f=62&t=16422#p66798
Баг, что ли.

Here is my output: And here is my state type list:

Thanks for reply.
remember, this is a state *TYPE*, not a *STATE*.
That's right. I understand that.
and then choose the TYPE from the drop down list.
Here my trouble is. My newly created type isn't shown at the drop down list. I see "новый" ("new"), "открытый" ("open"), "закрытый" ("closed ...

Greetings.
I have the same problem - newly created state type doesn't appear in state's management. (I need exactly new StateType, not State.) I have added new row in ticket_state_type table as shown in documentation, but nothing changes.

Ticket::ViewableStateType определяет, тикеты каких типов состояний будут отображаться в очередях или дайджесте. Например, заявки закрытого типа ("close") тут не указаны - они и не отображаются.

Новый тип состояния я ожидаю увидеть в "Управление состояниями", например, при добавлении нового ...

Добрый день.

Возникла необходимость создания нового типа состояния (именно StateType, а не State). В руководстве это описано как добавление строки в таблицу ticket_state_type базы otrs в mysql, например, так:
insert into ticket_state_type (name,comments) values ('own','Own state type');

Но после ...