Search found 7 matches

by z1001z
23 Apr 2019, 21:45
Forum: Help
Topic: How to set automatic cascade of multiple timed messages?
Replies: 2
Views: 171

Re: How to set automatic cascade of multiple timed messages?

Thank you for the outline, I'll try it.
by z1001z
19 Apr 2019, 09:44
Forum: Help
Topic: How to set automatic cascade of multiple timed messages?
Replies: 2
Views: 171

How to set automatic cascade of multiple timed messages?

Hello Forum, I'm using otrs-6.0.16-01 on Centos7. I have a queue configured with an immediate auto-reply autoresponder message to the customer on the ticket create event. I wish to create a set of follow-up autoresponses at timed intervals as a cascade of further helpful advice without manual interv...
by z1001z
29 Mar 2019, 19:15
Forum: Help
Topic: Web service ticket creation fails to include CustomerID or Reply options
Replies: 2
Views: 172

Web service ticket creation fails to include CustomerID or Reply options

Setup: otrs 6.0.16, Centos 7, python-otrs, using, GenericTicketConnectorSOAP. Python script makes very simple call to TicketCreate following the unit test in the docs. Ticket and Article is created OK, in the correct queue and auto-responder goes out correctly. However when the ticket is opened by a...
by z1001z
26 Mar 2019, 21:52
Forum: Help
Topic: Steps to configure survey on ticket close for only one queue?
Replies: 4
Views: 301

Re: Steps to configure survey on ticket close for only one queue?

Thank you for the hint, I've got it working! In case others need the pathway explained: Steps to set up a survey in OTRS 6 : 1. Install optional survey package in Admin -> Package Manager 2. On main menu bar select Survey -> New, 3. In Edit General Info, set: Title, Introduction, Sender, Subject, Bo...
by z1001z
26 Mar 2019, 16:34
Forum: Help
Topic: Steps to configure survey on ticket close for only one queue?
Replies: 4
Views: 301

Re: Steps to configure survey on ticket close for only one queue?

Thanks for the pointer, however my issue is more basic than delay, maximum or blacklist values, I already found that message, I have left them all to default values. Where can I specify what queue should use survey? Where can I specify the survey should be send on the "close" event of that queue?
by z1001z
26 Mar 2019, 15:53
Forum: Help
Topic: Steps to configure survey on ticket close for only one queue?
Replies: 4
Views: 301

Steps to configure survey on ticket close for only one queue?

Newbie setting up new install of otrs-6.0.16-01 for first time. I have created a survey intro and questions, and several queues. I need the survey to go out when tickets in just ONE of the queues are closed. Currently no survey is sent out at all. Is there a set of steps to establish this basic trig...