Visual notification when pending time reached

[iwill]

Hi guys,

My agents have been reporting that they lose track to tickets that go to "in progress" when the pending time reached.
Is there a way to add some visual notification to notify the agent responsible that your ticket has reached pending time?


As i know, the "stars" appears when the tickets has new event or have a negative pending time (which is not occur in my system), but, without create a new event, is there a way to do it anyway? Create a generic agent to run every second to check if pending time have about 5 minutes to reach and add note, not seems to be a good idea to otrs performance right?

EDIT: Simply question, how can i set generic agent to trigger when pending till shows 1 minute left?

Best regards,
William

[iwill]

Right, ill put what i already did:

1. Create a dynamic field;

2. Add dynamic field in syscfg on Ticket Zoom

3. Create three generic agents
3.1. First triggered by Ticket Create to add "Não" value to open tickets
3.2. Second (trigger missing, no idea what to put) which select "Não" tickets, with ticket pending time reached within the next 1 minutes, and update to "Sim" value
3.3. Third triggered by Dynamic Field Update "PendingReach", which select "Sim" value and update to "Não" and add a specific note.

I am doing all of this to create a visual "star" for tickets which pending time as reached.
I think if anyone help me to fix second generic agent, probably this setup solve my problem.

[iwill]

Up for some help guys.

[jojo]

Tickets which reach the pending time will show up in the lists of locked, watched or responsbile tickets with the small clock (if you use pending reminder which I suggest here). Also there is a dashboard showing tickets which reached the pending time.

Also the agents will receive a notification.

I stronlgy advice to get some professional services to setup the system in a propper way and to train the agents,

[iwill]

Tickets which reach the pending time will show up in the lists of locked, watched or responsbile tickets with the small clock (if you use pending reminder which I suggest here). Also there is a dashboard showing tickets which reached the pending time.

Also the agents will receive a notification.

I stronlgy advice to get some professional services to setup the system in a propper way and to train the agents,

This is true, but, as i said, my pending reminder type are setup as PendingAutoStateType and all my pending reminders states have a stateafterpending as i will show:



In this case, my operators wont be notified with "small clock". In fact, my business environment dont allow negative pending time.

Overall, the final objective is: Place the ticket in the Pending state. When the ticket reaches 1 or 0 minutes left to change state to "in progress", the generic agent add a specific note with the customized event (this one missing).

[jojo]

this approach realy does not make any sense to me, especially as the state which is reached after the pending auto state is always in progress.

So if you set the ticket to pending customer an e does not reply, the reminder should trigger the agent to send out another mail to the customer (manual or by help of generic agent and notifications). Also you can use notifications to infor agents on the change or generic agent to add a note (which will then show up as unread).

As I already suggested you should invest in professional support and consulting

[iwill]

this approach realy does not make any sense to me, especially as the state which is reached after the pending auto state is always in progress.

So if you set the ticket to pending customer an e does not reply, the reminder should trigger the agent to send out another mail to the customer (manual or by help of generic agent and notifications). Also you can use notifications to infor agents on the change or generic agent to add a note (which will then show up as unread).

As I already suggested you should invest in professional support and consulting

I understand, but every case is a case. Besides that, can you tell me where can i find the event (file .pm i guess?) which "listen" pending till times and trigger a visual notification to agent, or the file of NotificationPendingReminder event?

[wurzel]

Hi,

"pending time reached" means "you have to work on the ticket"
So tell your agents they should work on it. It might be, just to set a new pending date with a reason.

problem solved.

that was easy.

Flo

[iwill]

Hi,

"pending time reached" means "you have to work on the ticket"
So tell your agents they should work on it. It might be, just to set a new pending date with a reason.

problem solved.

that was easy.

Flo

Even if i remove pending reminders states from PendingAutoStateType, and create a generic agent with notificationPendingReminder as a trigger, i dont know why, but any notifications has been sent for my operators. Thats no make sense at all, or i missing to setup something?

[wurzel]

Hi,

default configuration is, if a pending time is reached, you'll receive a "pending reminder reached" notification.
Agents need to subscribe to the notification. Otherwise you'll receive no mail.
This works for all state type "pending reminder"

There is no generic agent required, as the pending reminder notification is built in.



regards,
Flo

[iwill]

Hi,

default configuration is, if a pending time is reached, you'll receive a "pending reminder reached" notification.
Agents need to subscribe to the notification. Otherwise you'll receive no mail.
This works for all state type "pending reminder"

There is no generic agent required, as the pending reminder notification is built in.



regards,
Flo

What i'm saying is, when pending as reached, no notifications are been sent.

Error in syslog:

[wurzel]

Hi,

your log entry shows generic agent. For notification events no generic agent is used.
It is a daemon cron doing it. The error message also shows the pending check cron task.

The error message itself is nothing I have ever seen.
- let's see your generic agent configuration
- let's see your daemon cron tasks running
- let's see your notification configuration
- what if you disable the generic agent
- did you change code?
- which extensions / add ons are installed?

Flo

[iwill]

Hi,

your log entry shows generic agent. For notification events no generic agent is used.
It is a daemon cron doing it. The error message also shows the pending check cron task.

The error message itself is nothing I have ever seen.
- let's see your generic agent configuration
- let's see your daemon cron tasks running
- let's see your notification configuration
- what if you disable the generic agent
- did you change code?
- which extensions / add ons are installed?

Flo

GA config:




Cron task:
Only backup for gzip file

Notification config:





-what if you disable the generic agent?
The ticket dont go to in progress

-did you change code?
Any specific file?

which extensions / add ons are installed?

[iwill]

An interesting thing, the error only occurs when i put on GA to add a note.

[reneeb]

Can you check if SlaStop changes the Kernel/System/GenericAgent.pm? Just click on the name and check the file list. The other addons shouldn't change the file. Can you post the code around the reported line in that file?