few days until autoclose notification

[bayerex]

hi crythias,

would appreciate your help here. I've made a couple of states with the aim of sending the customer an answer then setting the first state(a week pending). If the customer doesn't respond then generic agent will change the status and an event will be trigged sending the customer a notification informing that their ticket will be closed in a few days.

I've read around and I understand it filters on a pending in this way:

a) before 3 Days (Less than 3 days ago)
b) last 3 Days (More than 3 days ago)

Seeing as G.A can not filter on a given time before an event and changing a state in G.A does not update the pending time...

I read an advice you gave someone back in 2010 that says: "change - to + in Kernel/System/Ticket.pm" in order to add the time instead of subtracting it.

Effectively I wanna be able to make: a) before 3 Days (Less than 3 days in the future) - Is your above advise right for what I'm trying to do? Your advice was a couple of years ago is it still the current solution?

thanks for the guidance. Btw I'm using 3.1.3

[crythias]

The "official' answer should be to make the deadline 3 days before the "real" deadline.

Think of it in terms of when you want to send the notification. Make that "ground zero" and if "ground zero" happened > 3 days ago and the ticket is still in that state, close the ticket.

So, the question is how to test for the age of "ground zero" and that would be to choose the "ground zero" state and that would be a "change time" ... Now, if you have default followup state "open", this is also a change time, but if your GA is looking for both the "ground zero" state AND change time, the "open" state is ignored and ... I hope you can follow the rest.