Hi List,
We use OTRS for our day-to-day communications with our customers and
have done for a number of months now.
My question is as follows;
Our support staff set a pending reminder to
configure/cancel/change/update a setting in any number of other systems
on behalf of a customer at a set point in time. They use "Pending
reminders" for performing this task and for the most part, this works
correctly. However, the problem lies in that if a customer emails a
reply to this ticket, then the pending reminder is dropped and the
ticket reverts to an "Open" status. At this point, unless carefully
scrutinised on each reply, the reminder would never be actioned.
I can't see a nice way around this issue other than
A) Create a child ticket for pending reminders on each instance (time
consuming and tedious).
B) Introduce another system to create reminders in the near future using
the API.
C) Force the ticket to stay as pending, with the side effect that the
new email won't be responded to till the pending reminder time is up.
All of these options aren't really feasible to us.
I suppose what needs to be done is that a pending reminder shouldn't be
a ticket state but rather an alarm that triggers a state change at a
fixed point in time from whatever it currently is to another state.
At this point, I would take any suggestions seriously.
Thanks in advance.
(Apologise if this was asked before, did a google came up blank on exact
requirements).
I might also be looking at this wrongly.
Scott
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