Change Ticket status Auto

uchaudhary · 2011-08-30 12:09:07

My requirement is as follows.

If a Ticket is assigned to a technician and no action is taken by him on that ticket in say last 7 days then status of ticket must be change automatically to Pending.

is this possible, please let me know.

Thanks

florianmann · 2011-08-30 12:41:37

I think not possible with the build in functionality.
Maybe it fits for you to get an automatic email if tickets are not closed since X days...
or you read the updated value(does it exists in db?) from the tickets and change the status by a self coded script?

flo

remi · 2011-08-30 13:04:42

Pending state is a very spacial one.
It means "pending for the requester", thus it don't count in the "solve time"

So, this seems a bad idea.

uchaudhary · 2011-08-30 13:48:38

It should be "Pending for Technician" not for requester.
This is usefule when we are tracking the pending tickets of Technician by current date / month.

Last edited by uchaudhary (2011-08-30 13:49:34)

remi · 2011-08-30 14:05:59

> It should be "Pending for Technician" not for requester.

From the requester point of view, there is no "Pending for Technician". The ticket is affected and in progress.
The requester don't care about what is doing the technician. He is waiting for a solution to his problem

arronbond · 2011-09-27 11:21:08

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#1 2011-08-30 12:09:07

Change Ticket status Auto

#2 2011-08-30 12:41:37

Re: Change Ticket status Auto

#3 2011-08-30 13:04:42

Re: Change Ticket status Auto

#4 2011-08-30 13:48:38

Re: Change Ticket status Auto

#5 2011-08-30 14:05:59

Re: Change Ticket status Auto

#6 2011-09-27 11:21:08

Re: Change Ticket status Auto

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