Digest of best practices Pending State (when): - Customer Action: A task or additional info was required to the user customer to continue with the case resolution. - Supplier Action: Additional info was required to the supplier. - Scheduled Task: A task was scheduled and the user Agent is waiting for to continue with the case resolution. OTRS 2.1 Admin Manual - OTRS_Admin_Book.PDF - 8.3 Pending tickets: ....This featured might be useful to get reminded about contacting a customer some time in the future as the customer is not reachable at the moment... I add: ... or to ask the user customer for its "customer action". If after that a reazonable time (SLA) the user customer does not respond or the customer action is not completed, the ticket could be closed with "succesful" tag. Similar ideas to Supplier Action and Scheduled Task. OTRS is excelllent solution to me. Carlos, México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Nils Breunese (Lemonbit) Enviado el: Martes, 26 de Junio de 2007 05:09 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Pending on customer Steven Carr wrote:
That still kinda doesn't answer my question as the "Customer Pending" state doesn't exist, the "pending reminder" state is to remind the agent to do something, not the customer.
Anyone else got any ideas?
I believe OTRS currently doesn't have the feature you're looking for. We use the pending reminder state so our agents can follow-up on unanswered tickets. I believe this preferable over automatic customer nagging, but it does cost some extra time yes. Nils Breunese.