Config a due date

kmdot · Post by **kmdot** » 11 Jan 2011, 19:36

Hi

How can i set a due date, that count downs like pending/sla's, and also once the due date has been reached, its added as a reminder and goes to negative time?

thanks

Post by **crythias** » 11 Jan 2011, 19:45

Generic Agent state change.

kmdot · Post by **kmdot** » 11 Jan 2011, 19:50

Can you explain a little more?

Whats the best way to implement a due date?

Post by **crythias** » 11 Jan 2011, 19:57

What's wrong with Pending Reminder?

kmdot · Post by **kmdot** » 14 Jan 2011, 11:18

Seems to be adding confusion, due date would eliminate this.

Its trivial, but can it be done?

Thanks

Post by **crythias** » 14 Jan 2011, 14:56

Add a new state called "Due Date" of type "pending reminder"
Perhaps also a new state called "Overdue" of type "open"

Config Options: Ticket -> Core::Ticket
Set this, too:
Ticket::StateAfterPending:
Define which State should be set automatically (Value) after pending time of State (Key) has been reached.

Key: "Due Date"
Content: "Overdue"

And then a Notification (Event) on state change to Overdue.

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