Hello I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help. 1) how I set the time between pending auto close and close? 2) what is the diference between internal and external note? The external note does not count as a response, correct? 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.
Hi
1. they explain it here:
http://www.mail-archive.com/otrs@otrs.org/msg29640.html
2. internal note is readable only by agents, external notes are readable
by customer as well
3. Automatic close is only available using pending auto close states,
which are also explained in 1.
regards,
Leonardo Certuche
On Mon, Feb 8, 2010 at 2:15 PM, Nuno Ranito
Hello
I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help.
1) how I set the time between pending auto close and close?
2) what is the diference between internal and external note? The external note does not count as a response, correct?
3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right?
Thank you for any help
-- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito@neosit.pt
[ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ]
NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada.
CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.
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Sittin' n airport bored... Responses are inline. Nuno Ranito wrote: 1) how I set the time between pending auto close and close? Agents set the time, but the default can be changed in the system config (I think it defaults to 24 hours?). Search Admin|SysConfig it can be changed. 2) what is the diference between internal and external note? The external note does not count as a response, correct? Internal is only viewable by agents, exyernal is availbe to client (via web interface). No a note is not considered a response as they are not sent to the client. 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? Both of the auto close states do this in their default configurations. If you are looking for more specific check out the thread... 'Best way to close tickets automatically'. This is a very recent post. gl
participants (3)
-
Lawrence Marshall -
Leonardo Certuche -
Nuno Ranito