Ok needed to clean this thread up. Currently I am attempting to change the
state of my ticket which will allow me to send a Notification to my customers.
For some reason the state just is not changing. I create a ticket with a
predefined subject "Service Outage Notification", and a pending date of the
date I want the notification sent out. I created a generic agent with the
following rules;
Generic Agent is set to update state as follows
Subject = Service Outage Notification
Ticket Filter
Pending Times = Ticket pending time reached "last 5 minutes" (also
tried before 5 minutes)
Ticket Action
Set new state = in process
The filter never seems to get triggered, I have looked through the logs and
nothing :( . I justy noticed under the create ticket there is a "next ticket
state" could this be something I need to switch to in process? I don't see the
new state "in process" in there but I am sure I can added through ADMIN.
Thank you,
Garabed Yegavian
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