Hello,<br><br>You can change the source code to suit your needs.<br><br><div>Go to the file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm</div>
<div><br></div><div>Find the lines:<br></div><div><div>    # get ticket data</div><div>    my %Ticket = $Self-&gt;{TicketObject}-&gt;TicketGet(</div><div>        TicketID =&gt; $Param{TicketID},</div><div>    );</div><div>
<br>
</div><div><b>    return 1 if $Ticket{StateType} ne &#39;closed&#39;;</b></div></div><div><br></div><div>And change the bold one for:<br></div><div><br></div><div><br></div><div><div>    # get ticket data</div><div>    my %Ticket = $Self-&gt;{TicketObject}-&gt;TicketGet(</div>

<div>        TicketID =&gt; $Param{TicketID},</div><div>    );</div><div><br></div><div><b>    return 1 if $Ticket{State} ne &#39;Waiting Confirmation</b><b>&#39;;</b></div></div><br>The part I don&#39;t know (and I&#39;d love to) is to wait for customer confirmation to close the ticket<br>
<br clear="all">Leonardo Certuche<br><a href="http://www.itconsultores.com.co" target="_blank">www.itconsultores.com.co</a><br>Medellín, Colombia<br><br>
<br><br><div class="gmail_quote">On 4 August 2011 10:17, Wagner <span dir="ltr">&lt;<a href="mailto:wagnerspi@gmail.com">wagnerspi@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div>Hello,</div>
<div> </div>
<div>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</div>



<div> </div>
<div>Thanks</div>
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