[solved] Pending Time changes at Agent response

[hcc]

Hello all.
I have some ticket in pending state with certain pending date (set as deadline). When I send response to Client, ticket's pending time changes to default (for a 24 hours), even if next state isn't defined.



Is this a bug or this behaviour can be configured?

Thanks.

[jojo]

is it also set to the new value? Typically there needs to be a next state on submitting this template

[hcc]

Typically there needs to be a next state on submitting this template

Yes, it is. But I need to preserve the current state with it's pending time as is. And also I need a possibility to change the state to another if required. Is this possible?

P.S. Default state for response was deactivated by unchecking option Ticket::Frontend::AgentTicketCompose###StateDefault (Ticket -> Frontend::Agent::Ticket::ViewCompose)

[crythias]

hcc,

I believe you're trying to use this as a calendar, and it's more designed to remind you to reply. Since you are replying within the pending time, you have interrupted the "pending" flow: You are fulfilling the requirements of what OTRS means by pending: "Awaiting something to happen." Now it is happening. The pending state isn't valid.

[hcc]

I want to use this pending time as a deadline indicator. I know it is not natural but it's almost what I want :-)
Pending time changes on Agent response only. Adding note doesn't change pending time (if next state isn't chosen). Client's incoming message doesn't change pending time too.
Can I somehow edit an agent response template to disable the setting of pending time? I mean Kernel/Output/HTML/Standard/AgentTicketForward.dtl file, if I'm not mistaken. Either disable it in Kernel/Modules/AgentTicketForward.pm somehow.

[crythias]

I want to use this pending time as a deadline indicator.

Create a Dynamic Field with date type and use that.

[hcc]

As for now, ticket changes it's state to "Unsolved" when deadline date is reached.
Can I do the same with dynamic field?

[crythias]

As for now, ticket changes it's state to "Unsolved" when deadline date is reached.
Can I do the same with dynamic field?

You might try using the generic agent

[hcc]

You might try using the generic agent

Unfortunately, it cannot help with the dynamic fields processing.

P.S. Maybe it's real with some custom "hand-made" modules, but out-of-the-box I guess not.

[hcc]

My problem solved by commenting a respective code block in Kernel/Modules/AgentTicketCompose.pm

Code: Select all

        # set pending time
        #elsif ( $StateData{TypeName} =~ /^pending/i ) {
        #    $Self->{TicketObject}->TicketPendingTimeSet(
        #        UserID   => $Self->{UserID},
        #        TicketID => $Self->{TicketID},
        #        Year     => $GetParam{Year},
        #        Month    => $GetParam{Month},
        #        Day      => $GetParam{Day},
        #        Hour     => $GetParam{Hour},
        #        Minute   => $GetParam{Minute},
        #    );
        #}

Yes, it's dirty but it works.
Sending an Agent response doesn't broke a pending time now. And there is possibility to change the state to another.

P.S. Sorry for my English. I consider issue solved.

[gjs]

Maybe dirty, but a solution to issue I also was faced with.

Actually would be nice if someone could add to your solution a condition (IF):
if current pending time has expired (older than now()) OR is expiring withing 24 hours THEN set a new PendingTime.

IF Pendingtime already set is >= 24h in the future, it should remain as it is.

[crythias]

Other options:
1) Split the ticket to hold a "permanent" deadline
2) use SLA for queue or Service to determine the deadline (best option).