Thanks for the sugestion, is an excellent idea.
Anton Gubar'kov wrote:
Good luck!
I can additionaly recommend to create a new state type "pending auto"
and assign your "pending transfer" status to this state type. You can
then configure your queues to hide tickets in all states of "pending
auto" state types. I also assigned "pending auto close+/-", "pending
auto reminder" to "pending auto" type. Details here :
http://www.mail-archive.com/[email protected]/msg24883.html
Anton.
2009/6/3 Javier Carrasco <[email protected]
<mailto:[email protected]>>
Thanks a lot. This is exactly the option that i've been searching.
With this I think that my plan can be implemented.
Thanks Again
Anton Gubar'kov wrote:
Hello, Javier.
I can see no problems in your logic.
As far as the missing state is concerned, try to set
Ticket::Frontend::AgentTicketNote###State: =Yes in sysconfig.
regards,
Anton.
2009/6/2 Javier Carrasco <[email protected]
<mailto:[email protected]>>:
Thanks for the answer. Here is the details: In planning to
implement
workflows using the GenericAgent. I have created a state
called
'transfer-pending'. I have, for example, 3 queues with
names queue1, queue2
and queue3 and users named user1, user2 and user3. Each
users has
permissions only in your own queue. So, when a user finish
his work change
the status to 'transfer-pendig'. To make this work I have
created for
example this rule: Every 10' take the tickets from que
queue1 with the
status 'transfer-pending' and transfer it to queue2 with
status 'open'. For
this, the agents needs to change status to
transfer-pending. By the way,
when a add notes I dont have the status option to change.
Thanks in
advance.
Anton Gubar'kov wrote:
You need to post a note for this. You can post either
an internal note
(not visible to customers) or external note (visible
to customers via
web interface).
Something HAS happened, or why you want to change the
status then?
It's good opportunity to detail why you changed the
status.
Regards,
Anton.
2009/5/29 Javier Carrasco <[email protected]
<mailto:[email protected]>>:
Hi,
I nedd a simple way to change the ticket status. I
can do it when adding
a
telephone note and with another tasks, but I need
a way to change only
the
status.
regards
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