ACL in Pending reminder date

[gecelann]

Hi to all!

Good day!
I would like to ask if it is possible to use ACL in setting the date of pending reminder automatically
when I change my state to a pending reminder state?

Or is there any way to automatically set the time when creating a new ticket?
Because the agent might forget to set the date, it will be helpful for them and in order to minimize their data in the fields when creating ticket.
Thank you!

[Eggllo]

I would personally go with a generic agent here instead of an ACL. Create an agent that triggers whenever a ticket is created with the state pending reminder, and then change the pending time to whatever you would like.

[jojo]

the pending state time is always automatically computed

[gecelann]

I would personally go with a generic agent here instead of an ACL. Create an agent that triggers whenever a ticket is created with the state pending reminder, and then change the pending time to whatever you would like.

the pending state time is always automatically computed

Thank you jojo and Eggllo!!
I would like to know if it still possible to generate the old pending time and date when we still use the generic agent?
What are the tables that are connected to the computation of pending time? and for escalation?

because i'm still having a hard time analyzing the columns in ticket, please see the screenshot below.
where did that values came from? I noticed that the column for escalation or pending reminder[until_time] will go back to zero when it reset the time, is it possible to know what are the tickets that reached the pending reminder / escalation even if it reset the time?

Selection_110.png