Hi Brett, First off, please be so kind as not to send such a large block of text, it makes it hard to read and will lead to people ignoring your questions. So, thanks in advacne.
I have my system set up so that follow up emails from customers will reopen tickets that we've closed. That is all good and exactly how I want it to work. A problem I've noticed though is that if a customer sends an email in to a ticket that I have set to a "pending reminder" state, OTRS switches that ticket's state back to "open" and I never get my reminder. That's not so good and not at all what I want it to do. It makes sense to have the follow up switch the ticket back to "open" if I have it set to "pending auto close" because I wouldn't want the ticket to auto close if the user sends a follow up that might potentially be stating that the problem has not been resolved. So that's cool. But, when I set a ticket to pending reminder, it's because I want/need and am really counting on the system to send me an email to remind me to do something for that ticket. I've had several instances now where that plan has been foiled by a customer sending an email follow up to a ticket that I needed a reminder on. Example, I have a ticket open for turning up a T1 at one of my remote facilities. I want a reminder for me to follow up with the carrier in 2 weeks regarding turn up day but in the meantime, I also need to discuss some of the details with my onsite contact who will be responsible for giving the installer access to the demarc. I want that discussion to be entries in to the ticket's history. I can't set a reminder on this ticket because every reply from him will turn the reminder right back off on me. AHHHH! ;-) I've casually looked but haven't found a setting to control this behavior yet. I'm aware of the "Follow up Option" in the queues' settings that control whether to reopen, reject, or create a new ticket on follow up but that's not granular enough for what I'm talking about here. Is there a setting to ONLY allow customer follow ups to change a ticket's state to "open" if and only if its current state is either "closed" or "pending auto close" (but NOT if it's set to "pending reminder") or do I need to hack the code to fix this? It would be ideal if the "pending reminder" state would be the default "next ticket state" in the web interface for any ticket that is set to "pending reminder" too so a customer (or another agent for that matter) doesn't unknowingly turn my reminders off through the web interface. Then if they do turn off my reminder, I'll know it was intentional and I can grab my bat and go pay them a little visit. ;-) To your question, the only thing I can say is that it does not make good sense to ignore follow-ups from your customers. I know that it may be annoying, but if you are the owner of the ticket, and if you have set the setting about receiving emails when there is a follow-up, then nothing can go wrong. The whole idea is that tickets do not get ignored when the customer makes a follow-up. So in the words of the great Leonard Nemoy in his roll as Mr. Spock "The needs of the many outweigh the needs of the few, or the needs of the one".
No, all joking aside, that is the reason that this type of resetting happens. Not everyone is attentive to their tickets :) You can set your default after follow up to pending, but the pending will runout after 24 hours, so in the same respect, you will have to set your pending time again :( Greetz! -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann