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? Steve Gabriele D'Andrea wrote:
Steven Carr wrote:
Is it possible within OTRS to configure a "pending on customer" e.g. you are waiting for them to do something and get back to you. Just put the ticket in Customer Pending state
A bonus would be the ability to send them a "nag" email on a scheduled basis saying that the call is pending on them and sending the message text that was entered into the pending note. I don't know how you could do this
Bye Gabriele
-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure --