Hi, find Ticket::Frontend::PendingDiffTime: in sysconfig for 1) and then, for 2), build a genericagent job selecting pending auto close states (and possibly a batch bash/perl configured to select just the ones you wants)
HTH MV On Mon, Feb 22, 2010 at 1:50 PM, Nuno Ranito <nran...@neosit.pt> wrote: > Hello > > I have created a state called "waiting on customer", based on "pending > auto-close +"; in which if the customer doens't answer in some time, the > ticket is closed. > Two questions: > 1) how can I change the time between the state "waiting..." and closing the > ticket (for example, 5 days) > 2) how can I send a email to the client, let's say, middle of the way, > warning him that the ticket will be closed if he doens't answer. > > Thank you for any help > > -- > Neos IT | www.neosit.pt > Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal > Tel +351 210 105 610 | Fax. +351 239 101 108 > Tm +351 913 699 961 | E-mail nran...@neosit.pt > > > > [ Antes de imprimir esta mensagem pense no ambiente. Before printing this > message, think about environment ] > > NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação > privilegiada e confidencial. Se não é o destinatário da presente > comunicação, agradecemos que nos informe e elimine a mensagem sem que a > mesma seja divulgada, distribuida ou copiada. > > CONFIDENTIALITY: This e-mail and any attachments are confidential and may > be privileged. If you are not a named recipient, please notify the sender > immediately and do not disclose the contents to another person, use it for > any purpose or store or copy the information in any medium. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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