Delayed change of ticket state

[Mr_P]

This works fine with pending action (max 12min delay atm):

Thx for this hint @MrGeneration.

Finally, a short summary for @MamoulianDelacroix how I have now set it up with us:

• Open Rails

zammad run rails c

• Add new state like @MrGeneration has described

Ticket::State.create_or_update( name: 'pending and reopen', state_type: Ticket::StateType.find_by(name: 'pending action'), ignore_escalation: true, next_state: Ticket::State.find_by(name: 'open'), created_by_id: 1, updated_by_id: 1, )

• Add a date and time picker

attribute = ObjectManager::Attribute.get(
  object: 'Ticket',
  name: 'pending_time',
)
attribute.data_option[:required_if][:state_id] = Ticket::State.by_category(:pending).pluck(:id)
attribute.data_option[:shown_if][:state_id] = Ticket::State.by_category(:pending).pluck(:id)
attribute.save!

• Make new states available to UI

attribute = ObjectManager::Attribute.get(
  object: 'Ticket',
  name: 'state_id',
)
attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!

• Translate the new state into german language

Translation.create_if_not_exists( :locale => 'de-de', :source => "pending and reopen", :target => "warten auf Erinnerung", format: 'string', created_by_id: 1, updated_by_id: 1 )

• Deactivate the old pending status if you don’t use it like I do

Ticket::State.create_or_update(name: 'pending reminder', active: false, )

• Maybe restart the system for clean bootup
• In Browser adjust the views in Settings → Overviews where you want to see the new status.
• That’s it… I wish a successful result.

Yours, Daniel.