Pending time in 5d on process?

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disciple
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Pending time in 5d on process?

Post by disciple »

Hi there,

maybe a very simple stupid question. But I cannot get the pendingTime update properly set on a process transition.

Right now I am using:
DynamicFieldPendingTimeSet

And I set the field: RealTillTimeNotUsed as dynamic field
and the status to Pending Reminder
and the offset to 5d 0h 0m 0s

but my pending time does not change?

Any hints for me?
skullz
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Re: Pending time in 5d on process?

Post by skullz »

1. Make sure dynamic field type is ticket
2. By default, pending reminder is lowercase
1.png
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disciple
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Re: Pending time in 5d on process?

Post by disciple »

skullz wrote: 06 Aug 2022, 06:26 1. Make sure dynamic field type is ticket
2. By default, pending reminder is lowercase
ohh sorry typo... I had it small lettered. So seems not to work for me

Let me explain what I want to achieve.
On the process step, I want to mark the ticket as a pending ticket with a pending time of 5d. Means after 5 days I want to be informed for a follow up of the ticket and the tickets gets visible again
skullz
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Re: Pending time in 5d on process?

Post by skullz »

Do you attach the transition action to the transition?
Make sure the 'Deploy All Processes' button is clicked afterwards..

Perhaps share your Process managment (.yml) file here so others can take a look..
You can generate it via EXPORT at main process management screen
disciple
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Re: Pending time in 5d on process?

Post by disciple »

skullz wrote: 07 Aug 2022, 08:30 Do you attach the transition action to the transition?
yes, another transition action is firing and executing (sending mail)


skullz wrote: 07 Aug 2022, 08:30 Make sure the 'Deploy All Processes' button is clicked afterwards..

Perhaps share your Process managment (.yml) file here so others can take a look..
You can generate it via EXPORT at main process management screen
also deployed.

i have seen that there is a UntilTime as field. What is the difference of UnitlTime vs. RealTillTimeNotUsed ?
Do I need to set both?
In the current setup, I can say that the RealTillTimeNotUsed stays untouched (or value unchanged)

Here the current setup
transition.png
transitionAction.png
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skullz
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Re: Pending time in 5d on process?

Post by skullz »

RealTillTimeNotUsed is not a ticket dynamic field..this is a one of the ticket attributes (related to ticket in pending state).

You need to

1. Create a ticket dynamic field (type Date or DateTime) (whatever name is it e.g: ABC).
2. Enable it at activity dialog
3. Transition action (DynamicFieldPendingTimeSet) based on this dynamic field (ABC).

When a user fill in this ABC field e.g: 2022-08-08, transition action will set ticket to pending reminder 5 days after the date selected in ABC.
disciple
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Re: Pending time in 5d on process?

Post by disciple »

skullz wrote: 07 Aug 2022, 21:29 RealTillTimeNotUsed is not a ticket dynamic field..this is a one of the ticket attributes (related to ticket in pending state).

You need to

1. Create a ticket dynamic field (type Date or DateTime) (whatever name is it e.g: ABC).
2. Enable it at activity dialog
3. Transition action (DynamicFieldPendingTimeSet) based on this dynamic field (ABC).

When a user fill in this ABC field e.g: 2022-08-08, transition action will set ticket to pending reminder 5 days after the date selected in ABC.
Thank you, got it. But not sure if I understood the solution.

Let me start with my requirement. It is, as soon as the transition fires,

- a e-mail is sent (works)
- ticket state goes into pending reminder (seems to work)
- pending time get set to 5d (does not work)

Your approach requires a agent to set a date and this will be
selected date + 5 days

This does not make sense to me, since a agent could set the date immediatelly to 5days in the future. And exactly this mistake I want to remove.
Or I could provide the pending time field immediatly to the user in the Activity Dialog. Or am I understanding something totally wrong?
skullz
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Re: Pending time in 5d on process?

Post by skullz »

disciple wrote: 08 Aug 2022, 09:34
skullz wrote: 07 Aug 2022, 21:29 RealTillTimeNotUsed is not a ticket dynamic field..this is a one of the ticket attributes (related to ticket in pending state).

You need to

1. Create a ticket dynamic field (type Date or DateTime) (whatever name is it e.g: ABC).
2. Enable it at activity dialog
3. Transition action (DynamicFieldPendingTimeSet) based on this dynamic field (ABC).

When a user fill in this ABC field e.g: 2022-08-08, transition action will set ticket to pending reminder 5 days after the date selected in ABC.
Thank you, got it. But not sure if I understood the solution.

Let me start with my requirement. It is, as soon as the transition fires,

- a e-mail is sent (works)
- ticket state goes into pending reminder (seems to work)
- pending time get set to 5d (does not work)

Your approach requires a agent to set a date and this will be
selected date + 5 days

This does not make sense to me, since a agent could set the date immediatelly to 5days in the future. And exactly this mistake I want to remove.
Or I could provide the pending time field immediatly to the user in the Activity Dialog. Or am I understanding something totally wrong?
Scratch that..I looked back and RealTillTimeNotUsed is a dynamic field lol

So, what i understand here, the transition action will set a ticket state with pending reminder in 5 days, right ?
Then you looking at Ticket State transition action here

https://doc.znuny.org/manual/admin/proc ... index.html

Code: Select all

State => pending reminder
PendingTimeDiff => 7200
UserID => 1
disciple
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Re: Pending time in 5d on process?

Post by disciple »

works now! thank you

For what is my initial Action DynamicFieldPendingTimeSet intended to be used?
The name is somehow confusing to me
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