I have my system set up so that follow up emails from customers will reopen
tickets that we've closed. That is all good and exactly how I want it to work.
A problem I've noticed though is that if a customer sends an email in to a
ticket that I have set to a "pending reminder" state, OTRS switches that
ticket's state back to "open" and I never get my reminder. That's not so good
and not at all what I want it to do. It makes sense to have the follow up
switch the ticket back to "open" if I have it set to "pending auto close"
because I wouldn't want the ticket to auto close if the user sends a follow up
that might potentially be stating that the problem has not been resolved. So
that's cool. But, when I set a ticket to pending reminder, it's because I
want/need and am really counting on the system to send me an email to remind me
to do something for that ticket. I've had several instances now where that
plan has been foiled by a customer sending an email follow up to a ticket that
I needed a reminder on. Example, I have a ticket open for turning up a T1 at
one of my remote facilities. I want a reminder for me to follow up with the
carrier in 2 weeks regarding turn up day but in the meantime, I also need to
discuss some of the details with my onsite contact who will be responsible for
giving the installer access to the demarc. I want that discussion to be
entries in to the ticket's history. I can't set a reminder on this ticket
because every reply from him will turn the reminder right back off on me.
AHHHH! ;-) I've casually looked but haven't found a setting to control this
behavior yet. I'm aware of the "Follow up Option" in the queues' settings that
control whether to reopen, reject, or create a new ticket on follow up but
that's not granular enough for what I'm talking about here. Is there a setting
to ONLY allow customer follow ups to change a ticket's state to "open" if and
only if its current state is either "closed" or "pending auto close" (but NOT
if it's set to "pending reminder") or do I need to hack the code to fix this?
It would be ideal if the "pending reminder" state would be the default "next
ticket state" in the web interface for any ticket that is set to "pending
reminder" too so a customer (or another agent for that matter) doesn't
unknowingly turn my reminders off through the web interface. Then if they do
turn off my reminder, I'll know it was intentional and I can grab my bat and go
pay them a little visit. ;-)
Thanks!
Brett Davis
Information Systems
Network/Telecom Manager
Dynojet Research, Inc.
www.dynojet.com<http://www.dynojet.com/>
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