Guybrush wrote:t would be nice if there could be a button/link, either on the row in the tickets list or at the top of the ticket view, that would open the reply option with next state: closed successful already selected.
Do you think this would be easy to do, are there any pointers you could give to help me out with implementing such a thing?
The relevant points are more along the lines of whether the agent will actually realize the ticket is closed on him.
There's a lot of effort to invest in the time where less than 1 percent of all tickets are manually closed by the customer. I'd be interested to know how many tickets of all your tickets your customers will say, "it's okay to close this ticket" that actually do that through the web interface (vs call you or email you).
Historically, nearly all tickets from the customers I've dealt with, and indeed, tickets I've placed with other businesses, the customers don't want to be bothered with administrative tidbits. Customers assume that my agents will complete the ticket and let them know it was complete, and meanwhile only bug them with actions requiring their attention (changing labels such as queue or priority doesn't count as requiring attention). On the rare occasion that the customer says, "You can close this ticket", I as an agent am pretty okay with pressing the close ticket button on my side, as my job revolves around closing the open tickets. However, normally, I'm setting my last customer notification as pending auto closed successfully. That fixes both problems, as long as the pending time doesn't interfere with SLA complete time. For me, I don't care so much about SLA close time.
OTRS 4.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature
to include your OTRS version
, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so. Need help? Before you ask