Calling an external script when a ticket is closed
Hello, I would like to track the satisfaction of our customers with the support. I would like to send customers whose ticket has been closed an email with a link to a short questionnaire where they can rate the agent. By the way, it would be great if OTRS offered this kind of functionality in house. It would fit well into the statistics area for output. But its probably a major issue. I would build a separate application which tracks the answers and saves them to the database. The question is, how can I send a properly formatted email to the user? I thought of setting up a GenericAgent which acts hourly on closed tickets. It would run the command sendmail.sh, which in turn would call a script on my app using wget which sends out the email. Since command is passed the TicketID I can use that for identifiying the customer (passing the email would be much easier). Sounds realistic? Thanks Jan -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638 -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638
Alexander Scholler
Hello,
I would like to track the satisfaction of our customers with the support. I would like to send customers whose ticket has been closed an email with a link to a short questionnaire where they can rate the agent.
By the way, it would be great if OTRS offered this kind of functionality in house. It would fit well into the statistics area for output. But its probably a major issue.
I would build a separate application which tracks the answers and saves them to the database. The question is, how can I send a properly formatted email to the user?
I thought of setting up a GenericAgent which acts hourly on closed tickets. It would run the command sendmail.sh, which in turn would call a script on my app using wget which sends out the email. Since command is passed the TicketID I can use that for identifiying the customer (passing the email would be much easier).
Sounds realistic?
Yes. Alternatives: * see http://lists.otrs.org/pipermail/otrs/2006-August/012085.html * use the Event-handler for TicketStateChange-event available since v2.0 Both alternatives have the advantage that the whole work (of sending the mail - not doing the questionaire) is done within OTRS.
Thanks
Jan
Bye, Alex
participants (2)
-
Alexander Scholler -
Jan Miczaika