Generic Agent job

[rvaldomir]

Hi,

I created a job using generic agent it works fine but sometimes runs over tickets that not matches exactly with the filter.

I think the problem is more related to the pending time filter:

Ticket Filter:
State: Assignee Requires More Information, Pending Requestor Signoff, Waiting for an Action (those are pending reminder states)
Pending Times: Ticket pending time reached more than 5 days ago

Ticket Action:
new state: Pending Auto Close
Pending Date: 10 days

the job sometimes apply the action to tickets that not matches with the time pending reached as I want. All cases that has an unexpected behavior happens when a ticket goes (when an agent replies) from open state to any of the ticket state filter and the reply is made out of the working time defined in Core::Ticket.

Any help? Any idea?

I found that erratic behaviour happens when a ticket

[yuri0001]

To my mind - "pending autoclose+/-" it is not pending reminder state, so your filter wrong.

[rvaldomir]

Pending auto close is in the action not in filter