automatic reply and closure on ticket move
Does anyone has an idea on how to automatic reply and close the ticket when moved to a specific queue? Thanks, Daniel
Create a GenericAgent job which looks for open tickets in the target queue. I think this is the easiest way implementing it. Regards, Elias P. On Wednesday 23 May 2007 16:37:20 BALAN, Daniel wrote:
Does anyone has an idea on how to automatic reply and close the ticket when moved to a specific queue? Thanks,
Daniel
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-- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0"
That is great but I cannot find a way to send the reply using the GenericAgent job. Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elias Probst Sent: Wednesday, May 23, 2007 6:15 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] automatic reply and closure on ticket move Create a GenericAgent job which looks for open tickets in the target queue. I think this is the easiest way implementing it. Regards, Elias P. On Wednesday 23 May 2007 16:37:20 BALAN, Daniel wrote:
Does anyone has an idea on how to automatic reply and close the ticket when moved to a specific queue? Thanks,
Daniel
_______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
-- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0"
You're right... there's only the possibility adding a Note to a ticket, but its not possible specifying a reply. If nobody knows a way how to do this, file a bug report at bugs.otrs.org for making it possible selecting an answer in a GenericAgent job and put [WISH] in front of the subject of the report. Regards, Elias P. On Wednesday 23 May 2007 17:25:17 BALAN, Daniel wrote:
That is great but I cannot find a way to send the reply using the GenericAgent job. Daniel
-- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0"
Hi Daniel, BALAN, Daniel schrieb:
That is great but I cannot find a way to send the reply using the GenericAgent job. Daniel
On generic-agent-job-configuration, one of the last parameters (bottom-right-corner) is to configure whether a notification of changes made should be sent to agent&customer. I think the content of this mail is not the one you're looking for, but you can send a mail ;-) I think the solution you're looking for is to write a generic-agent-module. See Kernel/System/GenericAgent/. for examples and of course http://dev.otrs.org. Bye, Alex
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elias Probst Sent: Wednesday, May 23, 2007 6:15 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] automatic reply and closure on ticket move
Create a GenericAgent job which looks for open tickets in the target queue. I think this is the easiest way implementing it.
Regards, Elias P.
On Wednesday 23 May 2007 16:37:20 BALAN, Daniel wrote:
Does anyone has an idea on how to automatic reply and close the ticket when moved to a specific queue? Thanks,
Daniel
participants (3)
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Alexander Scholler -
BALAN, Daniel -
Elias Probst