Hi Mal! I have been pushing to finish the house so I can move in and have a bit more time to spend on Mickaboo (less commuting!). A ticket goes into 'pending' when a person responds to it without closing it - it's supposed to go into 'pending reminder' to let them have a chance to address it later, but Mickaboo folks are really bad at closing tickets. We have over 600 open right now, some older than 1 year! The defaults are derived from the Config file in /opt/otrs/Kernel/Config.pm - particularly these lines: $Self->{'Ticket::Frontend::EmailNewNextState'} = 'pending reminder'; $Self->{'Ticket::DefaultNextComposeType'} = 'pending reminder'; I think that what I am going to do is: 1) Go into MySQL and set the state of all tickets older than 30 days to 'closed'. They'll re-open if anyone emails in with that same ticketID anyway to ask "what's up". 2) Alter the defaults, so that the response to a ticket sets that ticket state to 'closed'. Again, they'll re-open if anyone emails back, and it'll force mickaboo folks to close tickets once they've responded. Thoughts? Mal Raff wrote:
Hi Matt:
Things have been sort of quiet (nice...)
As you are aware, there were (are?) many 'pending' tickets in the amazon queue. I don't know how to do a 'bulk close'. Also, that doesn't put a message in the close notes about how the ticket was handled. However, Ailsa doesn't have the time to go through them all... so I suppose this time it might be OK. Is she now the de facto amazon coordinator? What happened to Steffan? Have you seen his message to tech (about reminders)... he sent a second note...
Now... I have about 40 open tix in cockatoos. I am slowly getting through those adding comments in the close comments box. However, I don't have any in 'pending'. So ... question: how does a ticket get into 'pending'? Is it automatic or manual? If automatic can it also be done manually?
Other question: how to do a bulk close? Doing bulk moves (like into junk) is obvious... but I haven't see a bulk close option.
Hope you're doing OK these days. Haven't heard anything in a week or so....
-m-