Send email to customers on specific conditions

[claudio]

Hi,

I have to send automated and customized email/notifications to customers based on the following conditions:
- the ticket is in a specific queue
- the ticket has been created in the last 1 day (in the same business day in which the email should be sent)
- at 17:00 (5 pm) the ticket is still not solved (closed).

It seems very very simple. But how do you do that in otrs?

I'm on ubuntu, and otrs version is 5.0.9

thank you

Claudio

[reneeb]

See Ticket notifications in the admin area ( http://otrs.github.io/doc/manual/admin/ ... ifications)

[claudio]

Hi reneeb,

thanks for your reply, but the ticket notification settings is not enough.

I have to send this notification around 5 pm, every business day, when in that hour the system finds ticket that are in that queue and are not closed.

In ticket notification i don't find hour based filters, and there's no way to tell the system at what hour it has to send email.

I could set a job in Generic Agent for example, but here I cannot find the way to build the customized email to send when the job runs.

Further ideas?

[root]

I could set a job in Generic Agent for example, but here I cannot find the way to build the customized email to send when the job runs.

Further ideas?

let the Generic Agent set a dynamic field which triggers the notification.

[claudio]

Hi root,

in this case, I should not need a dynamic field to trigger the notification, because in Generic Agent settings I have the conditions I need (ticket queue and state), and I can decide to run the job every day at 5:00 pm.

The problem is...which notification?
I cannot build a custom email message in Generic Agent and I cannot decide the recipients of the message.

I need to send a message to the ticket customer, at that hour, where I say: "Dear Customer, we could not process your ticket within 5:00 pm. We will do it the next business day".

Just this.

Where I could build this custom email message and tie it to the job in Generic Agent?

[root]

Do it exactly like I wrote it:

Set the Dynamic Field in the Generic Agent

2017-02-10 at 10.58 PM.jpg

And fire the Notification with a custom recipient:

2017-02-10 at 11.00 PM.jpg

2017-02-10 at 11.02 PM.jpg

Hope that it is now clear enough

[claudio]

Thank you very much root.

Now I think I get it:

the job, that run every day at five o' clock pm updates the dynamic field if it finds a ticket not closed in that queue.

When this dynamic field is updated, a ticket notification starts, sending an email.

Ok ingenious.

Thanks.

[root]

You've got it