help with pending time, aka time since last action and GenericAgent
Stephen Gebbie <Stephen.Gebbie <at> Sun.COM>
2009-09-14 15:41:33 GMT
Hi
I am trying to write a GenericAgent script that will automatically close
tickets that havnt had any action for 7 days (for specific queues)
Based on a previous post (below) I am trying to use the Pending Time
function.
(the pending time global is the default 24hrs)
So I run my script that sets the tickets to 'Pending Auto Close+', but
when I do this via GenericAgent it seems like the timer function does
not get triggered.
If I look at a ticket that was just updated, its state is Pending...as
expected, but there is no timer counting down.
but if I manually gui and add 'a note' with new state as pending, then
the countdown timer appears on the ticket status.
What is wrong with the method I am using to set Pending state?
Is there a keyword that I can use to initialize the pending countdown
timer?
Alternatively, how can I check that tickets in this queue have not had
any action for 7 days, because if they havnt then I can close them.
(they could be 57 days old and still active, so CreationTime is not
suitable)
thanks
--
# --
# [name of job] -> Autoclose 7 day old tickets
# --
# get all tickets with these properties
Queues => ['Q1', 'Q2'],
States => ['new', 'open'],
New => {
State => 'pending auto close+',
Note => {
From => 'AutoCloser',
Subject => 'Changing the state to pending auto',
Body => 'State changed to pending auto close+ by
GenericAgent. this will be closed in 1week.',
},
},
},
# --
# [name of job] -> PURGE
# --
'close all week old tickets' => {
# get all tickets with these properties
Queues => ['Q1', 'Q2'],
State => 'pending auto close+',
TicketPendingTimeOlderMinutes => 8640,
# use just the options which should be changed!)
New => {
State => 'closed successful',
},
},
--
--
Previous posts referred to:
http://lists.otrs.org/pipermail/otrs/2009-August/027805.html
http://lists.otrs.org/pipermail/otrs/2009-September/028155.html
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