Pending to non-Pending state

[chetannagaonkar]

Hello,

This may be a trivial question. I wanted to know if there is a way of moving ticket to "open" state directly from "new" state. Also, I don't see any specific way to move the ticket to non-pending state from a pending state. Any idea?

Another question on the same lines. If I manually set the state to pending auto close+, the state should be set to Closed after the pending time is over, is that right or am I missing something?

Thanks.
Best Regards
Chetan

[crythias]

Any method that contacts a customer moves the ticket from new to open.

A Note can be used to change states.

Autoclose+ should do as you said, but if the cron isn't functioning, it won't happen.

[chetannagaonkar]

That's what I was thinking, Crythias. What I have done is created new queues and have deactivated Raw, Misc etc that didn't make sense. I think that I have started seeing the issues after that. Would that be an issue?

Regarding crons, I have OTRS installed on Win 7. Now by default, the crons are started, right? Or do I need to manually start them?

Best Regards
Chetan

[chetannagaonkar]

I realized that the only way the status gets set to "Open" in when the customer replies logging thru web. Is there any other way when the status gets set to Open. I tried it on customized as well as fresh OTRS. The state is set to "New" by default when customer submits a ticket. The other states that agents can set are Pending (and sub pending states) and Close. Lemme know if my understanding is incorrect pls.

Crythias,

As suggested, I tried putting notes (internal and external), but that didn't change the state to "Open". I have renamed all cron jobs removing their ".dist" extensions and restarted cron jobs.

[crythias]

I made a mistake based on not looking first. new->open works on agent reply to customer through interface .. by default. BUT in SysConfig you can find things like this and set to Yes:
Ticket::Frontend::AgentTicketNote###State

Default value: No
If a note is added by an agent, sets the state of a ticket in the ticket note screen of the agent interface.

The idea is that a ticket is still New if the customer doesn't know you're working on the ticket (It's not assumed that you are, by default, even if an owner is assigned.) Also check
Ticket::EventModulePost###130-ForceStateChangeOnLock
KeyContent

Forces to choose a different ticket state (from current) after lock action. Define the current state as key, and the next state after lock action as content.

[chetannagaonkar]

Thanks, Crythias. I have reviewed those parameters and now it makes sense to me.

[chetannagaonkar]

I realized that it answered my question regarding New/Open. I am still trying to understand when does the state gets set to closed successful. I mean is there a time when it does? I have been trying to set 4-5 mins when i put a note and set the Next State as pending auto close+. However, it doesn't get reflected to closed successful after 4-5 mins. I tried it with 3-4 tickets and although they were set at different intervals, all of them got closed at the same time. If the problem was with cron jobs not running, they wouldn't have probably set to that state. Am wondering what time intervals are used for setting closed (un)successful.

[crythias]

You might need to make sure the cronW service is running? (Sorry, I don't know enough about the windows version).

[chetannagaonkar]

Thanks, Crythias. I'll be checking it in Ubuntu ultimately. I think that all the cron jobs (that have been renamed removing '.dist') under var folder should be running, right? Are there any other cron jobs that need to be checked to ensure Pending reminder/autoclose etc are working correctly? I believe that once we make any changes, we need to run crontab (restart cron service). Lemme know if my understanding is not correct pls.

Chetan