I haven't been able to test yet, maybe at night I have some news but shall explain what I did:
I've created a simple survey with a yes/no question, something like: "has this issue been solved?" If the user answers "yes", a external script that I've developed that runs every X minutes in cron, closes the ticket, changes it back to the queue it was, before sent to the "waiting answer" queue. If the user answers "no", the same script reopens the ticket, and go back to last queue it was. If the user doesn't answers, after a predefined period, the ticket expires, then a job in the Generic Agent closes it. If you could, after I do some pre-test, I send it here, and you help me testing in different systems Thanks 2011/8/5 Arnold Ligtvoet <arn...@ligtvoet.org> > At the risk of making this a 'me too' thread, I would also be interested in > that piece of code. Perhaps, once tested, you can publish it somewhere and > alert us here? > > Regards, > Arnold. > > Op 5-8-2011 15:50, Leonardo Certuche schreef: > >> 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 >> <http://www.itconsultores.com.**co<http://www.itconsultores.com.co/>> >> >> >> Medellín, Colombia >> >> >> >> On 5 August 2011 06:20, Wagner <wagner...@gmail.com >> <mailto: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.certuche@**itconsultores.com.co<leonardo.certu...@itconsultores.com.co> >> >> <mailto:leonardo.certuche@**itconsultores.com.co<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 >> <http://www.itconsultores.com.**co/<http://www.itconsultores.com.co/>> >> >> >> Medellín, Colombia >> >> >> >> On 4 August 2011 10:17, Wagner <wagner...@gmail.com >> <mailto: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 >> >> ------------------------------**------------------------------ >> **--------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> >> >> ------------------------------**------------------------------** >> --------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> >> >> ------------------------------**------------------------------** >> --------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> >> >> >> ------------------------------**------------------------------**--------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> > > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >
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