Pending Auto Closed +/- not closing ticket

[yannick]

Hello,

The system we have has 2 custom pending auto states.
pending auto closed+ and pending auto closed- (instead of pending auto close+ and -) the reason for this , i was told, was for something with dynamic fields.

nevertheless what the reason was, when a ticket with this state has reached the reminder time, it's not automatically set to closed successful or closed unsuccessful .

where and how do i fix this?

Kind Regards,
Yannick

[reneeb]

Is the "pending_jobs" cronjob active?

[yannick]

this is in the crontab

# --
# cron/pending_jobs - pending_jobs cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null

[crythias]

it checks every 2 hours at 45 minutes after the hour. Are you expecting closure more rapidly than that?

[yannick]

well it doesn't close them at all

[reneeb]

Anything in the logs?

[yannick]

which logs?

syslog... no not really something i can make up for this cronjob

[reneeb]

When your OTRS logs into Syslog, then yes Syslog... Did you rename the ticket states? Can you run $OTRS_HOME/bin/otrs.PendingJobs.pl manually?

[yannick]

yes the ticket states are called "pending auto closed+" and "pending auto closed-" instead of the default "pending auto close+" and "pending auto close-".

does this pose a problem? The system was delivered to us like this by OTRS themselves.

I was told from my coworkers that this was done for something that has to do with Dynamic fields. although i don't really know or see the reason to.

Thanks for helping already

[reneeb]

Then check if the SysConfig option Ticket::StateAfterPending is updated accordingly...

[crythias]

reneeb's correct.

SysConfig option Ticket::StateAfterPending is updated accordingly...

Can you run $OTRS_HOME/bin/otrs.PendingJobs.pl manually?

I'm reasonably certain you'd see...
ERROR: No Ticket::StateAfterPending found for 'pending auto closed+' in Kernel/Config.pm!
And it'd show up in your /var/log/messages or /var/log/syslog or your cronjob's MAILTO= (from /var/cron/aaa_base, default: root@localhost).

[jojo]

Yannik, as you are a support customer you should ask Support Team to get fast and reliable help