Re: [otrs] Survey

At the risk of making this a 'me too' thread, I would also be interested in that piece of code. Perhaps, once tested, you can publish it somewhere and alert us here? Regards, Arnold. Op 5-8-2011 15:50, Leonardo Certuche schreef:

Sounds great!

Please let me know how it goes, I'll be glad to have the part you developed :)

Regards,

Leonardo Certuche www.itconsultores.com.co http://www.itconsultores.com.co Medellín, Colombia

On 5 August 2011 06:20, Wagner mailto:wagnerspi@gmail.com> wrote:

I'll try that, the waiting part to close the ticket, I've already developed, after I test it, and validate, I'll sent you if you like :) I've made a script to do that :) Thanks for the help

2011/8/4 Leonardo Certuche mailto:leonardo.certuche@itconsultores.com.co>

Hello,

You can change the source code to suit your needs.

Go to the file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm

Find the lines: # get ticket data my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{TicketID}, );

* return 1 if $Ticket{StateType} ne 'closed';*

And change the bold one for:

# get ticket data my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{TicketID}, );

* return 1 if $Ticket{State} ne 'Waiting Confirmation**';*

The part I don't know (and I'd love to) is to wait for customer confirmation to close the ticket

Leonardo Certuche www.itconsultores.com.co http://www.itconsultores.com.co/ Medellín, Colombia

On 4 August 2011 10:17, Wagner mailto:wagnerspi@gmail.com> wrote:

Hello, is there a way to send a survey even if the ticket it´s not closed? I´ve created a state for Waiting Confirmation (pending), the user should receive the survey and if he says it´s ok, the ticket will be closed Thanks

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs