[otrs] Pending reminder state behavior on OTRS 3.3

2015-01-12 Thread Mellini Giovanni 
Hi list,
I need some clarification about the "pending reminder" behavior in OTRS 3.3

I need to understand when a ticket that is in a "pending reminder" state can 
exit from this state.
I tried to find some hint on the online documentation at
 https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html
but found nothing.

If a ticket is in a pending reminder state (expired or not) when someone sends 
an email (email-external input) the ticket goes to open state, and that's fine 
to me.
But, if I want to change the state of the ticket as agent I cannot move it to 
an open state (or a different one). Nor internal-note or external-note added 
can change the ticket state.

Is this the right behavior? How can I move from pending-reminder to open state 
without external input?

Tks for your help,
Giovanni

--
Giovanni Mellini
Funzione Security

ENAV S.p.A.
Via Salaria 716 - 00138 Roma - Italia
Cell. +39 366 9254829
Uff. +39 06 8166 4203
giovanni.mell...@enav.it
www.enav.it




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Re: [otrs] Pending reminder state behavior on OTRS 3.3

2015-01-12 Thread Gerald Young 
Notes won't (by default and purpose) change state, but correspondence in
either direction *can* change if Next State is chosen. Or, if State is
added to Note via SysConfig, State can be modified on add note.

On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni 
wrote:

>  Hi list,
> I need some clarification about the "pending reminder" behavior in OTRS 3.3
>
> I need to understand when a ticket that is in a "pending reminder" state
> can exit from this state.
> I tried to find some hint on the online documentation at
>  https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html
> but found nothing.
>
> If a ticket is in a pending reminder state (expired or not) when someone
> sends an email (email-external input) the ticket goes to open state, and
> that's fine to me.
> But, if I want to change the state of the ticket as agent I cannot move it
> to an open state (or a different one). Nor internal-note or external-note
> added can change the ticket state.
>
> Is this the right behavior? How can I move from pending-reminder to open
> state without external input?
>
> Tks for your help,
> Giovanni
>
> --
> *Giovanni Mellini*
> Funzione Security
>
> *ENAV S.p.A.*
> Via Salaria 716 - 00138 Roma - Italia
> Cell. +39 366 9254829
> Uff. +39 06 8166 4203
> giovanni.mell...@enav.it
> www.enav.it
>
>
>
>
> ---
>
> Message for the recipient only, if received in error, please notify the
> sender and read www.enav.it/disclaimer
>
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Re: [otrs] Pending reminder state behavior on OTRS 3.3

2015-01-12 Thread Mellini Giovanni 
Hi Gerald,
tks for quick reply, it works.

I modified the value of
 Ticket::Frontend::AgentTicketNote###State
to Yes and now on the note I can change the ticket state.

Ciao
Giovanni


Il 12/01/2015 15:39, Gerald Young ha scritto:
Notes won't (by default and purpose) change state, but correspondence in either 
direction *can* change if Next State is chosen. Or, if State is added to Note 
via SysConfig, State can be modified on add note.

On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni 
mailto:giovanni.mell...@enav.it>> wrote:
Hi list,
I need some clarification about the "pending reminder" behavior in OTRS 3.3

I need to understand when a ticket that is in a "pending reminder" state can 
exit from this state.
I tried to find some hint on the online documentation at
 https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html
but found nothing.

If a ticket is in a pending reminder state (expired or not) when someone sends 
an email (email-external input) the ticket goes to open state, and that's fine 
to me.
But, if I want to change the state of the ticket as agent I cannot move it to 
an open state (or a different one). Nor internal-note or external-note added 
can change the ticket state.

Is this the right behavior? How can I move from pending-reminder to open state 
without external input?

Tks for your help,
Giovanni

--
Giovanni Mellini
Funzione Security

ENAV S.p.A.
Via Salaria 716 - 00138 Roma - Italia
Cell. +39 366 9254829
Uff. +39 06 8166 4203
giovanni.mell...@enav.it
www.enav.it




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--
Giovanni Mellini
Funzione Security

ENAV S.p.A.
Via Salaria 716 - 00138 Roma - Italia
Cell. +39 366 9254829
Uff. +39 06 8166 4203
giovanni.mell...@enav.it
www.enav.it




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and read www.enav.it/disclaimer
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