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+26
Planned

PENDING STATUS: Time Limit

Rodrigo Morato Rodrigues 8 years ago • updated by glpi 7 years ago • 4

Regards.

Today, when we change the status of a ticket to PENDING, the ticket will remain in this state indefinitely, and the SLA timing is also stopped.
a) Is there any way to set a time limit for the ticket stay in PENDING status?

b) Is there any way to receive an alert notification email when the timeout achieve a metric, before the ticket out of the status PENDING (SLATICKET style)?

Edmilson Santana 8 years ago

This would be nice, I'd also suggest to have an automatic action to solve pending tickets after a pre defined time.

+3
Fabien Briand 8 years ago

Another idea would be interesting; If the user adds a follow-up message, the status is automatically changed to active (action required by the technician)

Armin 7 years ago

https://github.com/glpi-project/glpi/issues/2246

Planned
glpi 7 years ago

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