(SOLVED) Pending Auto fails since renaming state

[bayerex]

Hi all,

a while ago I renamed the 'pending auto' state to "auto close" and also renamed 'closed successful' to "closed" and I believe it is since then that it has stopped working. When I set a ticket to 'auto close' it never changes the state to 'closed' after the elapsed time and the continues forever to decrease into the minus.

I've already updated the value to 'closed' in: Ticket -> Core::Ticket:::PendingAutoStateType

Cron is running and checks for new emails.

What else do I need to do?

Thanks in advance.

[bayerex]

Does anyone have any suggestions for this? Would be appreciated! Thanks

[crythias]

unfortunately, pending states require the word pending at the beginning.

[jojo]

you also have to adjust the settings in sysconfig to make it work.

(Pendig states won't need the word pending in the name)

[bayerex]

you also have to adjust the settings in sysconfig to make it work.

(Pendig states won't need the word pending in the name)

Thanks Jojo, although could you give me any more clue what I have to change in there? As I said, I've already updated 'Core::Ticket:::PendingAutoStateType' without success. Searching 'pending auto close+' doesn't bring up much either.

[jojo]

don't change Core::Ticket:::PendingAutoStateType!

Have a look at Ticket::StateAfterPending

[bayerex]

Have a look at Ticket::StateAfterPending

These are my settings, they seem correct to me so I don't understand why it just doesn't work!

pending settings.png

pending settings2.png

[crythias]

make sure bin/otrs.PendingJobs.pl is running in cron under otrs user. It's the only thing that obeys Ticket::StateAfterPending

otrs/var/cron/pending_jobs should not have a .dist after it.

It also only checks by default every 2 hours at 45 minutes after the hour.

[bayerex]

make sure bin/otrs.PendingJobs.pl is running in cron under otrs user. It's the only thing that obeys Ticket::StateAfterPending

otrs/var/cron/pending_jobs should not have a .dist after it.

It also only checks by default every 2 hours at 45 minutes after the hour.

Funny thing is, since I ran PendingJobs.pl from the command line, everything works again and has done for a week now

Out of interest. How do I check what user a .pl is running under? Is that the top line in crontab.txt? (MAILTO=...)

[crythias]

Out of interest. How do I check what user a .pl is running under? Is that the top line in crontab.txt? (MAILTO=...)

the icky response is to answer the reverse question:
How do I check if the .pl is running under otrs?
crontab -l -u otrs | more
or
crontab -l -u otrs | grep "\.pl"

[bayerex]

Out of interest. How do I check what user a .pl is running under? Is that the top line in crontab.txt? (MAILTO=...)

the icky response is to answer the reverse question:
How do I check if the .pl is running under otrs?
crontab -l -u otrs | more
or
crontab -l -u otrs | grep "\.pl"

ok... how does that work under windows?

[crythias]

ok... how does that work under windows?

In theory, it *should* run as the service account.

[bayerex]

ok... how does that work under windows?

In theory, it *should* run as the service account.

No, I mean literally how does one enter that command in Windows? Doesn't it work a bit different?

[crythias]

No, I mean literally how does one enter that command in Windows? Doesn't it work a bit different?

I don't expect there to be a crontab command line in windows, unless it's part of CronW, about which I am unfamiliar as I use OTRS on Linux. That's why I said the cronjob will likely run as the service account used in services.msc for CronW