State After Pending not working

[fbiermann]

Hello,

we have set up a new OTRS 5.0.10 System (coming from 3.5).

What we like to configure (as we had it in OTRS 3.5) is after setting a "pending reminder" state on a ticket and after the "pending reminder time" is reached to change the state of the ticket automatically to "open".

Under OTRS 3.5 this worked flawlessly.

Unfortunately I can't get it to work with OTRS 5.0.10. The "pending reminder" state is not changing after the "pending reminder time" is reached.

In my opinion the related setting is Ticket -> Core::Ticket::StateAfterPending which I already set to "open" with no success.

Any help on this matter is appreciated.

Kind regrads,
Florian Biermann

[fbiermann]

Sorry for bumping this thread, but does nobody have the same issue or does someone got this configured and working?

Thank you

[Eggllo]

What do you have as your key and content for Ticket::StateAfterPending?

[reneeb]

Is your cronjob/daemon running?

[fbiermann]

@Eggllo:

As key we use the names of the "pending reminder states" (as they are in the database) an as content we use "open".

@renneb:

Yes, the cronjob/daemon is running.

[reneeb]

Any messages in the logfile(s)?

[fbiermann]

Unfortunately no messages in the otrs log.

But what I have discovered now is that if I use the "pending auto close+" state (as key) and the "closed successful" state (as option) in Ticket::StateAfterPending the ticket gets "closed successful" when the pending time is reached.

For some reason the change of the state took 23 minutes after the pending time was reached.

I will try some other state constellations and see if they work or not.

[fbiermann]

Ok now it is getting weird.

The only pending state that is able to change state after pending time is reached is "pending auto close+".
"pending auto close+" is able to change to all other states I configured.

All other states can't change their states after pending time reached.

[crythias]

Make sure both columns contain valid states and are case sensitively spelled properly.

[fbiermann]

I double checked the entries and they are all properly spelled.

But I found a way to get it working.

What I did:

1. Sysconfig -> Core::Ticket in Ticket::PendingAutoStateType I added all the states I want to change state after pending time is reached.
2. I changed all state-types of the states from 1.) to "pending auto" from "pending reminder"

The states are changing state properly now.

Unfortunately they are only refreshed at even hours and 45 minutes (e.g. 10:45 / 12:45 / 14:45)

This interval is too long.

Any suggestions where I can adjust this interval?

Thank you!

[fbiermann]

Ok I found it myself:

Sysconfig -> Daemon -> Daemon::SchedulerCronTaskManager::Task -> Daemon::SchedulerCronTaskManager::Task###TicketPendingCheck

Thank you for your help everyone.

I will mark this thread as solved.