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 Medellín, Colombia On 5 August 2011 06:20, Wagner 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

...

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 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

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I haven't been able to test yet, maybe at night I have some news but shall explain what I did: I've created a simple survey with a yes/no question, something like: "has this issue been solved?" If the user answers "yes", a external script that I've developed that runs every X minutes in cron, closes the ticket, changes it back to the queue it was, before sent to the "waiting answer" queue. If the user answers "no", the same script reopens the ticket, and go back to last queue it was. If the user doesn't answers, after a predefined period, the ticket expires, then a job in the Generic Agent closes it. If you could, after I do some pre-test, I send it here, and you help me testing in different systems Thanks 2011/8/5 Arnold Ligtvoet

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.**cohttp://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 >>

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/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

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Did you restart apache after that? Did users empty cache before trying? **Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 5 August 2011 16:07, Wagner wrote:

Leonardo,

When I changed the file you said, It worked, but just once, one user received the survey, the others didn't

What could it be?

May I send you the file?

Thanks

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One thing I noticed... I changed the configuration file back to the original, to send the Survey when closed and got the same behavior, just sent one survey (the first). No more requests were created or sent to the user, if I created another ticket from a different user, it works, but only once again. Could this be a Survey module bug? or maybe I did something wrong configuring survey module I've tested in two different servers and had the same behavior, could you test it in your server? thanks 2011/8/6 Wagner

Just tried it now, created a ticket, and set the state to waiting confirmation, it sent the survey, then I created another ticket, and did the same process, it didn`t send the survey, created another more 5 tickets, and none of then sent the surveys.

What could it be?

2011/8/5 Leonardo Certuche

...

Did you restart apache after that? Did users empty cache before trying?

**Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

On 5 August 2011 16:07, Wagner wrote:

...

Leonardo,

When I changed the file you said, It worked, but just once, one user received the survey, the others didn't

What could it be?

May I send you the file?

Thanks

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Copy and paste the contents? :-) Thanks and Best Regards, Muhammad El-Sergani. On Tue, Aug 9, 2011 at 9:04 PM, Wagner wrote:

Well, I think everything is working, including the script

how can I send it here?

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I don't think you got the link, so here it is: https github_com/orusdev/OTRS-Survey-Answer 2011/8/10 Wagner

It's not so small to be pasted here...

I wanted to make it in perl, would be the best way to include it inside otrs code, but I know nothing about perl, and how I needed it ASAP, I developed it in python.

Also, If anyone knows where is the file that creates the survey for the user, would help a lot as we would be able to execute the script right after the survey been answered not in the crontab as I'm doing.

This version is for someone who wants to test the script, helping improoving it, or needs it ASAP also. I'm working on migrate this to perl for better integration, so soon I'll post it here

I will create a install script also to fit all installations, with all databases, at this beginning you must change the script by yourself and is working only with mysql database

The code is very commented, so I hope it helps, I've created a repository in Github, for a better explanation of how it works, and easier to update

https://github.com/orusdev/OTRS-Survey-Answer

Please read the comments on how to use and configure it.

Hope it helps you guys

Any doubt, or error, please do tell me

Thanks

2011/8/9 Muhammad El-Sergani

...

Copy and paste the contents? :-)

Thanks and Best Regards, Muhammad El-Sergani.

On Tue, Aug 9, 2011 at 9:04 PM, Wagner wrote:

...

Well, I think everything is working, including the script

how can I send it here?

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it's actually pretty simple, but did the job as my client needed :) 2011/8/10 Muhammad El-Sergani

Got it the first time don't worry.. But found it too small to be described otherwise :-)

//M

On Wednesday, August 10, 2011, Wagner wrote:

...

I don't think you got the link, so here it is: https github_com/orusdev/OTRS-Survey-Answer

2011/8/10 Wagner

...

It's not so small to be pasted here...

I wanted to make it in perl, would be the best way to include it inside

otrs code, but I know nothing about perl, and how I needed it ASAP, I developed it in python.

...

Also, If anyone knows where is the file that creates the survey for the

user, would help a lot as we would be able to execute the script right after the survey been answered not in the crontab as I'm doing.

...

This version is for someone who wants to test the script, helping

improoving it, or needs it ASAP also.

...

I'm working on migrate this to perl for better integration, so soon I'll post it here

I will create a install script also to fit all installations, with all databases, at this beginning you must change the script by yourself and is working only with mysql database

The code is very commented, so I hope it helps, I've created a repository in Github, for a better explanation of how it works, and easier to update

https://github.com/orusdev/OTRS-Survey-Answer < https://github.com/orusdev/OTRS-Survey-Answer>

...

...

Please read the comments on how to use and configure it.

Hope it helps you guys

Any doubt, or error, please do tell me

Thanks

2011/8/9 Muhammad El-Sergani

...

Copy and paste the contents? :-)

Thanks and Best Regards, Muhammad El-Sergani.

On Tue, Aug 9, 2011 at 9:04 PM, Wagner wrote:

...

Well, I think everything is working, including the script

how can I send it here?

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--

Thanks and Best Regards, Muhammad El-Sergani.

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