[otrs] Customer Follow Up Emails Turn Off Reminders

[Shawn Beasley]

Hi Brett,
> Hey Shawn.  Thanks for the reply.  I apologize for the long post.  I'll give you that there is unneeded stuff in there yes but I was just trying to make sure that my request was clear.  It appears I didn't quite get there.
>
>   
My comment was not about the overwhelming amount of information, just 
that it was not in more than one paragraph :)
> Please understand that my intent is in no way to "ignore" my customers' follow ups and, no also please take no offense but, the current way that it insists on turning of my reminders "does not make good sense".  It's kind of like someone sneaking in my bedroom and turning off my alarm clock at night just because they came in to turn the TV off.  I do have it set to notify me on follow ups so the system sends me the "you got follow up" emails which I still always want it to do anytime there is follow up.  What I want though is for the state of the ticket to remain "pending reminder" if that is its current state when the customer sends in their follow up.  Basically:
>
> get customer follow up
> if current ticket state = 'pending reminder'
>   notify owner of follow up
>   next ticket state = current ticket state
> else
>   notify owner of follow up
>   next ticket state = 'open'   # basically this branch would be exactly what OTRS does now.
> endif
>
> Of course that's not going to be the actual code but that should make what I'm talking about more clear.  Maybe this isn't possible, I haven't dove in to look yet.  I figured I'd start here to see if the default behavior bothered anyone else and see if there was already a known workaround for it.  If I'm the only one in world that believes this is the way the system should work, so be it.  We all know the life of the Sys Admin is a lonely life so I'm used to that.  ;-)  I will be attempting to make my system work this way though (don't you just LOVE open source?).  If I get it and anyone else is interested, I'll gladly post it.
>
>   
Try looking up state in the file Kernel/System/Postmster/FollowUp.pm. I 
am sure you can figure out the "if" statement that you will need to use :)

-- 
Shawn Beasley
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