[otrs] Re: Pending on customer

[Shawn Beasley]

Nils Breunese (Lemonbit) schrieb:
> Steven Carr wrote:
> 
>> That still kinda doesn't answer my question as the "Customer Pending"
>> state doesn't exist, the "pending reminder" state is to remind the agent
>> to do something, not the customer.
>>
>> Anyone else got any ideas?
> 
> I believe OTRS currently doesn't have the feature you're looking for. We 
> use the pending reminder state so our agents can follow-up on unanswered 
> tickets. I believe this preferable over automatic customer nagging, but 
> it does cost some extra time yes.
> 
> Nils Breunese.
> 
> 
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This would be a good job for the generic agent.  But I am not sure if 
you can use the same time of otrs variables within the body of the messsage.

I hope this helped.

--Shawn