Hi Jurgen, Jurgen de Wijs schrieb:
Alexander Scholler schreef:
Hi Juergen,
This approach should work fine: * tickets should get a new state after an incoming and not yet processed customer follow-up. Is this something you can configure in OTRS or is that where I have to write my own module for? It can be configured => PostmasterFollowUpState I set it to "new - extended", a new state of type "new" I added to OTRS with "System > States"-setup.
* if a agent acts upon an follow-up, the state must change (e.g. to open) I think that this is standard functionality. Am I right?
When an agent replies to a follow-up by sending e.g. a mail-answer, he has to select a new state which is a state unequal to state-type new. So on my installation, the state is changed.
* create a generic agent job that searches for all locked tickets with that specific state Search for tickets with new state that are locked. Am I right?
Right.
* parse these tickets to your own written generic agent module.
This module should process all these tickets, unlock tickets that are longer than 1 day in new state and send an unlock notification to all agents that are subscribed to the queue where the ticket is in.
This module checks the age of the customer-followup and unlocks the ticket if it is older than 1 day.
Very-very-small instructions for writing such a module: * make a copy of ~/Kernel/System/GenericAgent/AutoPriorityIncrease.pm * edit this copy to not increase the priority but to do the unlocks if necessary
It's not really much work if you know where to do it. I guess not. I am not so much of a Perl expert myself. I will have a look at the pointers you gave me. Many thanks. May I contact you directly for some more detailed questions?
You can contact me directly, but remember that many of the things discussed between you and me could be interested for the community.
Regards, Jurgen de Wijs
Bye, Alex