Sounds great!
Please let me know how it goes, I'll be glad to have the part you developed
:)
Regards,
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
On 5 August 2011 06:20, Wagner <wagner...@gmail.com> wrote:
> I'll try that,
>
> the waiting part to close the ticket, I've already developed, after I test
> it, and validate, I'll sent you if you like :)
>
> I've made a script to do that :)
>
> Thanks for the help
>
> 2011/8/4 Leonardo Certuche <leonardo.certu...@itconsultores.com.co>
>
>> Hello,
>>
>> You can change the source code to suit your needs.
>>
>> Go to the file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm
>>
>> Find the lines:
>> # get ticket data
>> my %Ticket = $Self->{TicketObject}->TicketGet(
>> TicketID => $Param{TicketID},
>> );
>>
>> * return 1 if $Ticket{StateType} ne 'closed';*
>>
>> And change the bold one for:
>>
>>
>> # get ticket data
>> my %Ticket = $Self->{TicketObject}->TicketGet(
>> TicketID => $Param{TicketID},
>> );
>>
>> * return 1 if $Ticket{State} ne 'Waiting Confirmation**';*
>>
>> The part I don't know (and I'd love to) is to wait for customer
>> confirmation to close the ticket
>>
>> Leonardo Certuche
>> www.itconsultores.com.co
>> Medellín, Colombia
>>
>>
>>
>> On 4 August 2011 10:17, Wagner <wagner...@gmail.com> wrote:
>>
>>> Hello,
>>>
>>> is there a way to send a survey even if the ticket it´s not closed? I´ve
>>> created a state for Waiting Confirmation (pending), the user should receive
>>> the survey and if he says it´s ok, the ticket will be closed
>>>
>>> Thanks
>>>
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>>
>>
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>
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