Pending date dependant on ticket state

[aph]

I would like to set the value of "Pending Date (for pending* states)" based on the ticket state.
Agents reply to customers or forward tickets to external support partners. In the reply/forward dialog, they choose a state of type 'pending reminder'. What I want to achieve is that if a reply is sent to customer (state=waiting for customer reply) the pending date should be +7 days. If a ticket was forwarded to an external support partner (state=waiting for 3rd Level support reply) the pending should be only +3days.

How can I achieve this?

[RStraub]

You could create two generic agents.

Filter for the event "state update" and one of the two states. Let the GA set pending time 3 or 7 days in the future.

[aph]

It doesn't quite work with GA.
When I select the state in AgentTicketForward dialog, the pending time is not changed. I suppose this is because selecting the value from drop-down list is not same as updating it, hence no reaction as StateUpdate event has not taken place. Even after I forward the ticket, the default 'pending date' value is taken, probably because the value is available in the AgentTicketForward and appears to be set after the StateUpdate event.

[RStraub]

The GA would not modify the visible settings but overwrite them as soon as you change the state.

[aph]

Unfortunatly it doesn't.

I created the following GA
Event: Ticket state update
Filter: Queue=XXXX, State=YYYY
Action: Pending time = 7 days

After I select the state YYYY (type pending reminder) and forward the ticket, the value of Pending Date is not updated and the 'wait until time' in ticket information shows 1d 23h and not 7 days (or 6d 23h) as expected.

The state has been changed. The GA was also executed, but the value of Pending date was not changed as expected.

[RStraub]

If you manually trigger it, does it list the ticket (=> to check if the filter is correct) ?
If you manually trigger it, does it change the pending time ?

[aph]

If you manually trigger it, does it list the ticket (=> to check if the filter is correct)

Yes

If you manually trigger it, does it change the pending time ?

No