Set Pending time based on dynamic field value

[diegospano]

Hi. I´m using OTRS to help a group of lawyers manage their cases. The problem I´m facing is the following. I have a date dynamic field named "sentence_date" and what I want to achieve is that when the agent set this field, then the ticket go to "Pending autoclose +" 10 days after that date.

By now, I define a generic agent that checks if "sentence_date" was updated and then set the pending time 10 days, but the problem is that generic agent calculates 10 days from the moment it executes and not from the value of "sentence_date".

I mean, today is October 10th but the agent (the lawyer) can set "sentence_date" to a value of October 8th (because he not always updates the ticket the same day the sentence is public), so the "Pending autoclose +" date must be October 18th and not October 20th.

Is it possible?. I could´n see any way to configure generic agent to change pending time based on dynamic field value.

Thanks for your help.
Diego

[root]

Is it possible?. I could´n see any way to configure generic agent to change pending time based on dynamic field value.

Not without development. We've created sth. similar as an Transition Action for process tickets. Send me a pm for details if you're interested.