Nils Breunese (Lemonbit) schrieb:
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.
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This would be a good job for the generic agent. But I am not sure if you can use the same time of otrs variables within the body of the messsage. I hope this helped. --Shawn