Next ticket state

[rajbps]

Hi Team,

I have otrs 5.0.9 installed on centos 7.

When replying to a ticket would it be possible to get the "Next ticket state" to be as "Pending auto close" and the the pendingdate to be 5 working days after that replay or the last reply?

Regards,
Rajbps

[Eggllo]

Hi rajbps,

You should be able to do this manually when replying to a ticket. All you have to do is change the next ticket state from Open to Pending auto close in the popup window when replying to a ticket. From there you can set the pending time to however long you would like.

You could also do this with a generic agent that runs whenever a new reply is posted to the ticket. You can update the ticket attributes to change the state to Pending auto close, and you can also set the pending time from a generic agent.

[amair]

Hi,

search for "StateDefault" in SysConfig and you'll find places where you can preset the ticket state.
In your case in might be Frontend::Agent::Ticket::ViewEmailOutbound or Frontend::Agent::Ticket::ViewCompose

You can set a global "PendingDiffTime": in SysConfig select "Ticket" and then Frontend::Agent

Regards,
Andreas