Re: [otrs] Survey

5 Aug 2011


      I'll try that,

the waiting part to close the ticket, I've already developed, after I test
it, and validate, I'll sent you if you like :)

I've made a script to do that :)

Thanks for the help

2011/8/4 Leonardo Certuche 
...
Hello,
You can change the source code to suit your needs.
Go to the file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm
Find the lines:
     # get ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID => $Param{TicketID},
    );
*    return 1 if $Ticket{StateType} ne 'closed';*
And change the bold one for:
# get ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID => $Param{TicketID},
    );
*    return 1 if $Ticket{State} ne 'Waiting Confirmation**';*
The part I don't know (and I'd love to) is to wait for customer
confirmation to close the ticket
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
On 4 August 2011 10:17, Wagner  wrote:
...
Hello,
is there a way to send a survey even if the ticket it´s not closed? I´ve
created a state for Waiting Confirmation (pending), the user should receive
the survey and if he says it´s ok, the ticket will be closed
Thanks
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