Re: [otrs] The end (for pending tickets) is near!

Thu, 29 Oct 2009 11:02:46 -0700


Hi!

I sure do agree it is a minor problem in most cases and normally I would not have noticed.  
If it's been reported as a bug I suppose it will be fixed eventually and surely before the end is here :-).

The fix in the link below worked fine for AgentTicketPending.pm where I first noticed so now I have a solution worth testing if I stumble upon this again.

Thank you very much for the answer.

Ove

Michiel Beijen wrote:
Hi Ove,
 
This was actually quite recently reported as a bug into the project's bug tracker:
 
OTRS uses the same date object for searches as for pending dates. For searches, it makes sense to be able to search for older tickets. For pending dates, dates in the past don't make as much sense.
If you want to address this you'd need to change quite a few files, therefore we decided to address the issue in the upcoming major release of otrs, and not address it in the 2.4.x branch. Also, apparently many customers can work with it happily the way it is now...
 
(warning: technical explanation below!)
-----
If you'd want to modify your 2.4 system, you need to fix the .pm file for all the files in Kernel/Modules where you want to set pending dates. You'd need to pass two additional parameters to the BuildDateSelection() function to set the offset for min and max years.
The problem is, depending on your configuration, you can set a pending state in quite a few actions, for instance when setting a note (AgentTicketNote.pm) but also when composing an answer to the customer (AgentTicketCompose.pm) and so on. You'll get the idea.
 
Please find below an example of the needed change for AgentTicketNote:
 
 
HTH,
 
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
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On Wed, Oct 28, 2009 at 6:39 PM, Ove Vogel <ove.vo...@gmail.com> wrote:
Hi!

Hope this is a simple one but I cannot figure out any solution myself.

I want to create a reminder ticket for when a certificate expires but the range for the dates seems to be stuck in ancient times.

The pending page allows me to set a pending date in the previous century but it would be a bit more meaningful to be able to set it in the future. The range ends 2010-12-31 and my certificate expires in 2012.

Any hints how i adjust the range for the dates for pending tickets?

Ove Vogel

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