Notifications when ticket reach due date

[dmaeztu]

Hi all,

I would like to receive an email when a ticket expire. I use the field "Due date" but I don't know how to receive a notification when the ticket reach that date. Something like "autoclose" notification.

Do you know the best way to do it?

Thanks in advance,

[wurzel]

Hi,

use a pending reminder state instead.

Florian

[yuri0001]

Hi!
Pending state not interesting.
I try to describe an idea about DueDate. I read it in one post about a year ago.
1. Create dynamic field, not displayed in input form, UPDuedate for example.
2. Create some code in GenericAgent.pm that every day, as example, calculate delta between Current Date and DueDate. If this delta <= some value, then UPDuedate=1
3. Create Event Notification for agent on event UpdateDynamicField_UPDuedate.

That's all.

I'm not programmer - becouse not done this idea.

Is it clear? Sorry my bad English!

[wurzel]

Hi,

yes, you are describing the doings for your needs.

Set Dynamic Field (Due Date) to a specific value
Create a generic Agent -> checks "is value set to a date or later" or something similar
the generic agent sets an action
the event based notification may send an e-mail.

you have to combine generic agent and event based notes.

Other possibility can be pending reminder, or Escalations.

Florian

[crythias]

when value exceeds threshold, change something.
Do a Notification (Event) on that change.