lists@tswireless.net wrote:
Support emails are answered via OTRS and frequently the customer never emails us back to let us know if it does or does not resolve the situation, so we typically set the ticket to autoclose. Is there a way to send a notice to the customer of the pending auto close because we consider the situation resolved? If the customer emails us back then we can cancel the autoclose, keep the ticket open and continue to attempt to resolve the problem? you could create a message template with a text notifying the customer in the way you describe. This could be sent easily and while doing so the auto close state and duration can be set. Perhaps you will not get the real auto close date from the database (it is not yet there when you create the mail) but the method could help. An followup cancels autoclose and sets the ticket open automatically, doesn't it?
Carl Gerold