Dear all,
We’ve thought of a nice feature in OTRS that we miss
thus far.
Sometimes you don’t want to respond to a customer too fast
for different reasons such as
a)
The customer might get used to be helped within the
minute or be number 1 priority.
b)
The customer might think all jobs won’t take up
too much time since last time you also fixed it in a matter of minutes.
What we would like to do is compose an e-mail answer and
have it send (for example) half an hour or a few hours later.
Just like the auto-reminder function we would like to set a
date and time for the reply to be sent.
I could not find any sendmail arguments to schedule the
e-mail. If anybody knows anything like it please let me know.
I’m thinking of a sort of generic agent being cronned
which selects the e-mails not sent yet and to be sent and actually sends them
and changes the state to “Sent”.
We are willing to develop this as a plugin or code donation.
We only need some help in starting this up.
So, is sendmail the way to schedule the e-mails, or the
generic agent?
I’d be happy to hear your ideas.
Met vriendelijke groet,
Niels L.M. van Adrichem
ITCall - Your Partner in Telecom and Contact Center Services!
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