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 <leonardo.certuche@itconsultores.com.co>
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 <wagnerspi@gmail.com> 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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