Hello

 

I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help.

 

1) how I set the time between pending auto close and close?

 

2) what is the diference between internal and external note? The external note does not count as a response, correct?

 

3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right?

 

Thank you for any help

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Neos IT | www.neosit.pt
Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal
Tel +351 210 105 610 | Fax. +351 239 101 108
Tm +351 913 699 961 | E-mail nranito@neosit.pt

 

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