Midnight reminders for tickets past pending date

[ckastner]

Between Monday and Friday, just after midnight, I get a burst of e-mails for all of my tickets that are in a "Pending" state and have passed their pending date.

These e-mails have a subject line of "[Tkt#123456] Reminder - Ticket Name" and a body of "Ticket # [123456] has reached its reminder time and an action is now required for the ticket."

I'm well aware that I have some tickets in a pending state that has expired. There's an icon on my dashboard calling them out every time I look at the screen. I don't need reminders at midnight for every such ticket.

It annoys me, and it annoys other members of my department. I asked the person who administers our OTRS installation if they could disable them, and they said there's no way to disable these notifications.

However, I just wanted to be sure that there was no option buried deep within the system to do this. So... is there?

[mjunek]

The ./bin/otrs.PendingJobs.pl script is kicked off by cron in order to process all stuff that's pending, state changes, emails etc.

Your admin could edit this, there is a section labelled
# send agent notification

Followed by:

Code: Select all

            $CommonObject{TicketObject}->SendAgentNotification(
                TicketID              => $Ticket{TicketID},
                Type                  => 'PendingReminder',
                RecipientID           => $UserID,
                CustomerMessageParams => {
                    TicketNumber => $CommonObject{TicketObject}->TicketNumberLookup(
                        TicketID => $Ticket{TicketID}
                    ),
                },
                UserID => 1,
            );

Comment this SendAgentNotification section out.

Note that this change will probably get reset on an upgrade.

[yuri0001]

Hi!
This may be due to the fact that the calendar you are appointed to queue are 24*7 - all hours for day. So the message is sent at day start.
Sorry my bad English.