Re: [otrs] generic agent - move and delete spam

2004-08-23 Thread Robert Kehl 
On Wednesday, August 18, 2004 3:29 PM
Charles R. Thompson <[EMAIL PROTECTED]> wrote:
> I added a custom status a few months back and on the direction of
> another user set that status in the (I think) Config.pm. I am still
> getting:
>
> No stateafterpending found for 'awaiting customer'
>
> I get about 8 or so a day and I'm not sure things are working like
> they should. Any clues?

The state 'awaiting customer' is a 'pending auto' state. You therefore
need to configure a following action when pending time for this state is
reached. Do so with this option:

$Self->{StateAfterPending} = {
'pending auto close' => 'closed',
'pending auto close+' => 'closed successful',
'pending auto close-' => 'closed unsuccessful',
'awaiting customer' => 'open',
};

But I guess you only wanted to create a 'pending reminder' state. Best
where therefore to change the type of the state from 'pending auto' to
'pending reminder'. The difference to being a 'pending auto' state is,
the 'reminder' does not set a new state, but sends out a mail when at
pending time.

hth,

Robert Kehl

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RE: [otrs] generic agent - move and delete spam

2004-08-18 Thread Charles R. Thompson 
I added a custom status a few months back and on the direction of
another user set that status in the (I think) Config.pm. I am still
getting:

No stateafterpending found for 'awaiting customer'

I get about 8 or so a day and I'm not sure things are working like they
should. Any clues?

Charles 

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[otrs] generic agent - move and delete spam

2004-08-18 Thread Rudi Kramer 
Good Afternoon

I am trying to get the generic agent to check the SafeShop Customer Care que
for any emails with Undeliverable in the subject to firstly be moved to the
Safeshop - Undeliverable que and then closed.

Here is what I've got so far:

  # --
   # [Move] -> move all tickets from SafeShop to SafeShop Undeliverable
   # --
   'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' =>
{
  # get all tickets with these properties
  Queue => 'SafeShop Customer Care',
  Subject => '% Undeliverable %',
  Locks => ['unlock'],
  # new ticket properties
  New => {
Queue => ' Safeshop - Undeliverable ',
  State => 'closed successful',
Owner => '[EMAIL PROTECTED]',
Note => {
  From => 'GenericAgent',
  Subject => 'Moved!',
  Body => 'Moved from "SafeShop Customer Care" to "Safeshop -
Undeliverable" - cleanup done.',
  ArticleType => 'note-internal', #
note-internal|note-external|note-report
},
  },
   },

Any ideas?Rick

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