PendingReminder / PendingTime best practice?

[disciple]

maybe I have an issue in understanding well Znuny States.

Let me write down my understanding:

pendingReminder is a status to help, that something is pending and a agent shall be reminded.
But there is also a pendingTime which is around to help the agent to defer a pendingReminder ticket

So from my real life understanding I have

1. a ticket, which I want to set for later (deferred) but want to mark them as deferred
=> this status DEFERRED_FOR_REMINDING requires a new date at which the ticket shall pop-up again

2. during the time of being deferred I need to have access to the state DEFERRED_FOR_REMINDING , if whyever something is getting related to, to be found again (e.g. during a phone call)

3. after reaching the date of showing up a reminder pop-up the ticket state changes to
=> REMINDER and the ticket shall behave like a open ticket

But I am totally lost how I can map this real life example with the Znuny predefined states.
AFAIK this is "Pending Reminder" only

My agents (and me) are struggeling between determining if the status "pendingReminder" is in my above example REMINDER or DEFERRED_FOR_REMINDING
Especially if you check this too: viewtopic.php?f=62&t=43241

Maybe I am doing here also something wrong?

[Johannes]

You overthink this a lot I guess.

there are two types of states for "pending":
- Pending Reminder
- Pending Auto

Lets focus on pending reminder.
By default, pending reminder is just a simple reminder state "I need to look at this again, at the defined date/time"
It notifies the user via mail and can be searched / filtered for in overviews, dashlets and so on.
If you want the ticket to change the state, when pending is reached, set a value for "StateAfterPending" in the Sysconfig.

You can use the the search, a search template or if you are the owner, the owner toolbar icon to get to this kind of tickets.

As an example:
We use a state "pending customer" with the state type, pending reminder.
If the reminder is reached, a notification is sent to the owner (agent) and he can decide what to do next. The state is the same.
Our state "Pending" with state type pending reminder, is a state where we put a task on hold for a while.
If the pending time is reached the follow up state is "needs attention", if a customer replies the state is "reply received". A notification is sent in both cases.

[disciple]

thank you for clarification.
Now hopfully have a better understanding

So I tried following to test my changes:

I have created now a new State
pending customer as Type pending reminder


sysconfig Ticket::StateAfterPending
added here
pending customer -> open


The pending feature worked (ticket was invisible for the 5 mins pending time)
After the exeeding of the pending time I would have expected that my ticket gets into open state, but it keeps to stay in pending customer


probably I still have not understood your mentioned points?

[Johannes]

Nope, all good. You are just a bit impatient.

The pending time is checked in intervals. If you want a shorter interval feel free to modify:
Sysconfig -> TicketPendingCheck
45 */2 * * *
to something more proper for your use-case.

Those defaults do not match for every use-case and can be adjusted

[disciple]

okay thank you, did not know the cron for this

after the cron did not fire I have executed

cd /opt/otrs
sudo -u otrs ./bin/otrs.Console.pl Maint::Ticket::PendingCheck

It took a while without any update, but my named ticket is still in
pending customer state and not in open state

[Johannes]

Hi,

my bad. I missed a small detail: if you want the state to be changed your state type has to be "pending auto", not pending reminder.
If you need pending reminder then it would be necessary to change the state using a generic agent.

Sorry for the confusion.