I searched the site but can’t find the right answer. So I have to ask:
When adding a new state via rails console I have to choose the statetype. But the existing statetypes don’t fit my requirements. I’d like to add a state with a statetyp like “pending answer”. The types “pending reminder” and “pending action” require both a selection of date + time, but I want an additional pending state that can be set without selecting date and time. The ticket should be pending til the next reaction happens (e.g. customer answer) or the agent changes the state manually.
I have another question, how to difinate a “Pending to Close” status with fixed pennding time. e.g. 14 days. So the pending duration should not be set manually every time. but always 14 days after status change tickets should be closed if no answer is received.