OTRS state change

[klausneil]

Hi everyone, anybody know how change state of ticket autimatic, ej. a ticket of state open change after of 5 day to the state of pending and send a email to the customer and after 2 day change to the state close. thanks for the help.

[jojo]

via pending auto status type

[klausneil]

thanks but could you be more detailed in your response, I've been looking at this part as pictured

GenericAgent-PendingTimes-Red.png

[jojo]

use pending auto close + as state.

[crythias]

You probably never want to set an open ticket to automatically close, because what if you never addressed the ticket?

If you want to close the ticket in 2 days, Respond to the customer and set next state pending auto close successful, "This ticket has been addressed. If you don't respond in 2 days, it will automatically close."

[klausneil]

ok crythias but how I do for that of open change after of 5 days and pending and send a notification to customer and after 1 day change to close complete. do all this automatically

open-----5days----->pending-----1day----->close complete

[crythias]

You can't. If you don't want to handle a ticket, don't keep it open until it expires. Just close it. Otherwise, the multiple reminders after certain amounts of time has already been discussed on this board.

I and jojo have explained multiple times how it should work -- change something with generic agent and use a Notification Event to trap the event and send the reminder.

If you need *two* pending reminders, don't ... just test with generic agent, have generic agent change something and send notification events.

Otherwise, just respond to the customer, "Hey, we're going to close the ticket within 5 days if you don't respond, it'll automatically close." With a next state pending autoclose +.

There's no real reason (in my opinion) to *remind* a customer to open the ticket again. The last thing that should be done is "Dear customer, the ticket is now closed." If they've taken 5 days to respond, it's probably not that important to the customer, why do you want to open the ticket again after that much time?

[klausneil]

ok then work with the generic agent to change the status and event notifications to send the response.

Now if i use pending autoclose +, this will close the ticket after of a number of days, I can set the number of days?

[crythias]

Now if i use pending autoclose +, this will close the ticket after of a number of days, I can set the number of days?

look directly underneath the state drop down list.

[klausneil]

Thanks crysthias thanks for you help