Created the type "pending auto reopen" to reopen a ticket when the time expires, however, is not working. The option available but this does not work. My idea is that tickets to "reopen pending auto" switch to "open".
The status "pending auto close +" and "pending auto close-" does not change the status of the ticket when the time expires, what can be?
Thanks in Advance
[SOLVED] "pending auto reopen" don't reopen a ticket
Moderator: crythias
[SOLVED] "pending auto reopen" don't reopen a ticket
Last edited by amdkryn on 18 Mar 2016, 22:38, edited 1 time in total.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.
Re: "pending auto reopen" don't reopen a ticket
Hi,
you have kix installed, don't know if it is different here but:
in sysconfig you've to define the pending and the follow up states
and cronjobs have to run (pending jobs.pl)
Flo
you have kix installed, don't know if it is different here but:
in sysconfig you've to define the pending and the follow up states
and cronjobs have to run (pending jobs.pl)
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: "pending auto reopen" don't reopen a ticket
Hi,
Yes, I use the sysconfig Kix but I had already changed and that the next ticket status is changed to open.
I made new tests and the "pending auto close +" and "pending auto close-" work, however, do not respect the date and time that I determine. Status was changed automatically long after I specified.
With these two work status but not reopen. Do I need to change something in the database?
Yes, I use the sysconfig Kix but I had already changed and that the next ticket status is changed to open.
I made new tests and the "pending auto close +" and "pending auto close-" work, however, do not respect the date and time that I determine. Status was changed automatically long after I specified.
With these two work status but not reopen. Do I need to change something in the database?
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.
Re: "pending auto reopen" don't reopen a ticket
I made some changes and now is working, but the time has set is not working. For example, I've set to reopen the ticket to 13h and only reopened at 14:45. Any suggestions?
What changes should I do in cron?
What changes should I do in cron?
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.
Re: "pending auto reopen" don't reopen a ticket
Hi,
as I said, the cronjobs trigger the follow up states. If it is running once a day you have a delay of max 24h
if it runs all 2 minutes you'll have max 2 minutes delay.
And the pending and follow up states, you need to configure in sysconfig.
Flo
as I said, the cronjobs trigger the follow up states. If it is running once a day you have a delay of max 24h
if it runs all 2 minutes you'll have max 2 minutes delay.
And the pending and follow up states, you need to configure in sysconfig.
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: "pending auto reopen" don't reopen a ticket
So what is the purpose of defining the date and time? I set up cron to run every 30 minutes.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.
Re: "pending auto reopen" don't reopen a ticket
Just to document (why just today I came to this problem):
Edit Config Settings in Ticket -> Core::Ticket
--> In Ticket::PendingAutoStateType add:
pending auto reopen
--> In Ticket::StateAfterPending add
pending auto reopen = open
* I do not use more the Kix4OTRS.
Edit Config Settings in Ticket -> Core::Ticket
--> In Ticket::PendingAutoStateType add:
pending auto reopen
--> In Ticket::StateAfterPending add
pending auto reopen = open
* I do not use more the Kix4OTRS.
OTRS version 5.0.27 (With ITSM), Operating System OpenSuse 12 with Mysql.