Hi Alexander
Alexander Scholler schreef:
Hi Jurgen,
great that you managed to write your of generic agent module.
After knowing how it works, you are able to customize OTRS to your
very special needs, never thought before of being able to realize
this. I think OTRS is really great.
I must
Hi Jurgen,
great that you managed to write your of generic agent module.
After knowing how it works, you are able to customize OTRS to your very
special needs, never thought before of being able to realize this. I
think OTRS is really great.
I have only one problem left. I have also copied a
Dear Alexander
Alexander Scholler schreef:
It can be configured => PostmasterFollowUpState
I set it to "new - extended", a new state of type "new" I added to
OTRS with "System > States"-setup.
I have configured an additional state "new followup" and when a followup
is received for an existi
Hi Jurgen,
Jurgen de Wijs schrieb:
Alexander Scholler schreef:
Hi Juergen,
This approach should work fine:
* tickets should get a new state after an incoming and not yet
processed customer follow-up.
Is this something you can configure in OTRS or is that where I have to
write my own module f
Alexander Scholler schreef:
Hi Juergen,
This approach should work fine:
* tickets should get a new state after an incoming and not yet
processed customer follow-up.
Is this something you can configure in OTRS or is that where I have to
write my own module for?
* if a agent acts upon an follow
Hi Juergen,
Richard Hinkamp - BeSite schrieb:
Hi Jurgen,
I am looking for this situation:
* ticket is openened
* agent sends a reply to ticket and herewith locks the ticket
* client replies only after 5 days or so
* agent with ticket locked shall receive notification
* If agent
Hi Jurgen,
I am looking for this situation:
* ticket is openened
* agent sends a reply to ticket and herewith locks the ticket
* client replies only after 5 days or so
* agent with ticket locked shall receive notification
* If agent is on holiday or on business trip the ticket sh
Richard Hinkamp - BeSite schreef:
Hmm it does exactly what it's supposed to do. After inactivity of 480
minutes it gets unlocked.
Why do you want to unlock a ticket when a client sends another e-mail?
Maybe you are looking for pending status? To close a ticket if a
client did not respond within
Jurgen de Wijs wrote:
When an agent has replied to a client with an e-mail message the
ticket becomes locked.
We have set an unlock timeout of 480 minutes (8 hours) so that when
a customer replies to a ticket that is locked it becomes unlocked.
The strange thing is that the ticket gets un
Jurgen de Wijs wrote:
When an agent has replied to a client with an e-mail message the
ticket becomes locked.
We have set an unlock timeout of 480 minutes (8 hours) so that when
a customer replies to a ticket that is locked it becomes unlocked.
The strange thing is that the ticket gets un
Hmm it does exactly what it's supposed to do. After inactivity of 480
minutes it gets unlocked.
Why do you want to unlock a ticket when a client sends another e-mail?
Maybe you are looking for pending status? To close a ticket if a client
did not respond within 8 hours?
Regards,
Richard
Jurge
When an agent has replied to a client with an e-mail message the ticket
becomes locked.
We have set an unlock timeout of 480 minutes (8 hours) so that when a
customer replies to a ticket that is locked it becomes unlocked.
The strange thing is that the ticket gets unlocked even if the client
12 matches
Mail list logo
