My first suggested would have been the keep the status as pending, though
another option based upon your reflections on C) would make the customer
responses as new tickets, but somehow linked to the pending ticket. I'm not
sure there's a happy hybrid for your situation, as, one way or another,
you'
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
