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
Medellín, Colombia
On 4 August 2011 10:17, Wagner
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