Hold/Hide Ticket

[Homesick89]

Hello,

i use OTRS 6 Free for manage the tickets. So people here in the company open tickets there for me and i go trough them. This works perfect. But one thing that i am not able to find:

Is there a way to hold i ticket? I mean like if i get a ticket that is only relevant in 2-3 weeks, can i kind of "hide" it till then? Because otherwise it stays in my open ticket list and its kind of annoying.

Thanks and sorry if my english is not the best

[root]

Hi,

That's what the state 'pending reminder' is for.

It's not really hidden but out of the focus if you use OTRS like intended.

- Roy

[Homesick89]

Hi,

That's what the state 'pending reminder' is for.

It's not really hidden but out of the focus if you use OTRS like intended.

- Roy

Hi, thanks for your answer.

When i put a date on "Pending date" lets say in 1 hour, then the ticket lands under "escalated tickets". I guess thats something normal. But then the ticket never comes back from excalated tickets to open tickets :/ Even when the time is over. Am i doing something wrong?

[root]

Hi,

pending reminder is a state and has nothing to do with an escalation. One possibility is to suspend the escalation. There are add-on for this availbale, some commercial and some for free.

- Roy

[Homesick89]

Ok so that you can see what i do:

I open an ticket that i want to put on hold. Then on top where the options are i choose "pending". There i put a pending date in, lets say 1 hour later then now. I need to write a subject and a text. After it i submit it.

Now the Ticket gets out of my "open tickets" and appears in "escalated tickets". And after that nothing happens anymore :/