I am a novice in OTRS and even not a professional admin, but I have to complete all the goals no matter what
So, I hope all the information and questions below are written in a right and clear way.
Looking forward for forum's help
We have OTRS 3.1.8 installed on a PC with Windows Server 2008 R2 Enterprise.
I encountered some problems concerning a Pending status and how OTRS works with it.
The task is to make Tickets with the "Pending reminder" status changing automatically to "Open", and "locked" to "unlocked" by the end of the Pending timer.
And to send a notification to the Owner and Responsible agents by reaching the end of the timer.
How it should work as I see it:
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An agent, who works with a ticket, decides that work should be frozen for some reason for a period of time. He sets the ticket to the "pending reminder" status (Becomes locked automatically), sets the timer according to the needed period and forgets about this ticket, because the agent works only with "open" tickets.
When the timer reaches the end, the status automatically changes from "pending reminder" to "open", and from "locked" to "unlocked", the notification is sent to the agent. And now he sees in his "work list" (containing only the "open" tickets) this old-new ticket.
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Right now, if a Ticket had been set by an agent to the "Pending reminder" status and the pending timer expired - the status remains "Pending reminder", nothing happens with "locked" / "unlocked" (remains "locked") and notification is sent only by reaching 45-th minute of every even-numbered hour. The only visible thing that changes - is the red-colored timer
What I have already tried.
Edit Config Settings in Ticket -> Core::Ticket
"Ticket::PendingAutoStateType" - additionally to "pending auto" added "pending reminder"
"Ticket::StateAfterPending" - additionally to "pending auto + / - " added "key - pending reminder" and "content - open".
You can see all the changes on the screenshot below.
Unfortunately, nothing has happened, it is still the same: the timer expires, the "pending reminder" status remains the same, the ticket remains "locked" and notification is sent only on the 45-th minute of even-numbered hours. And, of course, red-colored timer!
So, the questions are:
- What I have to do (or what I have done wrong and need to change) to force OTRS change the "Pending reminder" status to "Open" by the end of the timer?
- What is the service (and where can I found and configure it?) that sends notifications from expired tickets? As I searched through the forum, on Linux-based systems it is called "Cron". What about Windows server 2008?