Notice of pending auto close to customer
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? Carl
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
Yes, that would work fine. Thank you. It probably does cancel autoclose. I am very new to OTRS so I am not sure. Thanks Carl On Thu, 2004-10-28 at 15:54 +0200, Gerold Gruber wrote:
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
_______________________________________________ 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 Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/ -- Carl Davis
When I set this up it put my message after it inserted the original message behind ">". I don't see the template to change this so it attaches the original message at the bottom of everything else. Carl On Thu, 2004-10-28 at 15:54 +0200, Gerold Gruber wrote:
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
_______________________________________________ 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 Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/ -- Carl Davis
participants (3)
-
Carl Davis -
Gerold Gruber -
lists＠tswireless.net