[SOLVED] Dashboard Reminder Tickets not listing items

[MKOP]

I need some clarification here.

In our OTRS 3.2.6, we have several tickets in a 'pending reminder' state. These tickets are listed correctly when using TICKETS -> STATUS VIEW. However, no tickets are listed in the Dashboard's 'Reminder Tickets' Dashlet. The Dashlet shows a (0) for Locked tickets, Tickets in my Queue, and All Tickets.

My question: Should the Reminder Ticket Dashlet list tickets in the Pending reminder state?

If yes, can anyone offer troubleshooting tips as to why these tickets are not listed correctly.

If no, what exactly is the Reminder Ticket Dashlet supposed to list?

[crythias]

Should the Reminder Ticket Dashlet list tickets in the Pending reminder state?

Yes, but ...
Edit Config Settings in Ticket -> Frontend::Agent::Dashboard
> "All tickets with a reminder set where the reminder date has been reached"
The criteria is: TicketPendingTimeOlderMinutes=1;StateType=pending reminder;SortBy=PendingTime;OrderBy=Down;
(or, the current time is older than the Pending (UntilTime) by 1 minute or more)

"So, how do we see pending tickets?"
Search for them, look in "Upcoming Events" but *generally*, Pending tickets are "out of site, out of mind" until the reminder is reached ... like your calendar in Outlook.

[MKOP]

Perfect. And it works just as you explained.

[shoox]

Perhaps it may be useful for someone. I used negative time for TicketPendingTimeOlderMinutes attribute to show pending tickets in Dashboadrd before the pending time comes