The only options I have in the Pending screen are "pending auto close+", "pending auto close-" and "pending reminder" Does customer pending need to be enabled somewhere and does this send a "nag" email? Thanks Gabriele D'Andrea wrote:

Yeah, you sholud change ticket state ti Customer pending

----- Original Message ----- From: "Steven Carr" To: Sent: Sunday, June 24, 2007 10:15 PM Subject: [otrs] Pending on customer

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"Pending reminder" is a reminder for the Agent, not the Customer. I don't want to waste staff time sending out customer reminders when the staff get reminded by OTRS, I want OTRS to remind the customer itself. Steve Gabriele D'Andrea wrote:

Well, it's the pending reminder option (having installed italian translation, I didn't remember english terminolgy)

Gabriele

----- Original Message ----- From: "Steven Carr" To: "User questions and discussions about OTRS.org" Sent: Sunday, June 24, 2007 10:47 PM Subject: Re: [otrs] Pending on customer

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-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure -- This message is confidential and may contain privileged information. If you are not the addressee indicated in this message (or responsible for delivery of the message to them), you may not copy or deliver this message to anyone or take any action in reliance on it. If you have received this e-mail in error, please delete it and notify the sender as soon as possible. Khipu Networks does not accept any liability for any harm that may be caused to the recipient's system or data by this message. Please carry out virus and other such checks as you consider appropriate. Khipu Networks Limited, Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573

That still kinda doesn't answer my question as the "Customer Pending" state doesn't exist, the "pending reminder" state is to remind the agent to do something, not the customer. Anyone else got any ideas? Steve Gabriele D'Andrea wrote:

Steven Carr wrote:

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Is it possible within OTRS to configure a "pending on customer" e.g. you are waiting for them to do something and get back to you. Just put the ticket in Customer Pending state

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A bonus would be the ability to send them a "nag" email on a scheduled basis saying that the call is pending on them and sending the message text that was entered into the pending note. I don't know how you could do this

Bye Gabriele

-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure --

Digest of best practices Pending State (when): - Customer Action: A task or additional info was required to the user customer to continue with the case resolution. - Supplier Action: Additional info was required to the supplier. - Scheduled Task: A task was scheduled and the user Agent is waiting for to continue with the case resolution. OTRS 2.1 Admin Manual - OTRS_Admin_Book.PDF - 8.3 Pending tickets: ....This featured might be useful to get reminded about contacting a customer some time in the future as the customer is not reachable at the moment... I add: ... or to ask the user customer for its "customer action". If after that a reazonable time (SLA) the user customer does not respond or the customer action is not completed, the ticket could be closed with "succesful" tag. Similar ideas to Supplier Action and Scheduled Task. OTRS is excelllent solution to me. Carlos, México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Nils Breunese (Lemonbit) Enviado el: Martes, 26 de Junio de 2007 05:09 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Pending on customer Steven Carr wrote:

That still kinda doesn't answer my question as the "Customer Pending" state doesn't exist, the "pending reminder" state is to remind the agent to do something, not the customer.

Anyone else got any ideas?

I believe OTRS currently doesn't have the feature you're looking for. We use the pending reminder state so our agents can follow-up on unanswered tickets. I believe this preferable over automatic customer nagging, but it does cost some extra time yes. Nils Breunese.