Automate Ticket Closing after a period of no response from client

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danderson
Znuny newbie
Posts: 6
Joined: 23 Jul 2019, 23:09
Znuny Version: 5.0.17

Automate Ticket Closing after a period of no response from client

Post by danderson »

I am trying to implement some automation to our OTRS board.

It is version 5.0.17

We use it for internal helpdesk.

I would like the process to work as such:
- Client opens a ticket
- Agent responds to client via email in the web interface and sets the State to "Waiting Response"
- X amount of time goes by and the Client does not respond
- A reminder email is sent to the Client asking them to follow up
- Y amount of time goes by without a reply
- The ticket closes itself.
How is this possible to implement? Has anyone done something similar?

Thank you for your time
fcasal
Znuny wizard
Posts: 336
Joined: 21 Apr 2014, 16:14
Znuny Version: 6.0.18

Re: Automate Ticket Closing after a period of no response from client

Post by fcasal »

I think you can do using the generic agent, with some of the times options.

For example, you can make one for the first email, using note. and other one if the first has no effect.

Regards.
danderson
Znuny newbie
Posts: 6
Joined: 23 Jul 2019, 23:09
Znuny Version: 5.0.17

Re: Automate Ticket Closing after a period of no response from client

Post by danderson »

Thank you for pointing me in the direction of Generic Agents

I think I have a handle on the layout of that tool except for one problem.

The event Trigger section is populated with many triggers. When I search them online or in documentation I cannot find a source that tells me the nature of the triggers or what they check for.
Generic Agent Event.png
Does anyone know where there is documentation on the various Event Triggers for Generic Agents?
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root
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Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
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Re: Automate Ticket Closing after a period of no response from client

Post by root »

Hi,

There no complete description of the trigger. xxUpdate is triggered if the value of xx is changed and the Notificationyy events are thrown is such a notifiication would generated.

Your use case can be solved with a similar approach of this viewtopic.php?f=62&t=40869&p=165042#p165029

The main difference is that there is no trigger here, use a scheduler GenericAgent, e.g.every hour, and search for pending time reached for more than x minutes in the ticket filter, the proper state, etc

- Roy
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danderson
Znuny newbie
Posts: 6
Joined: 23 Jul 2019, 23:09
Znuny Version: 5.0.17

Re: Automate Ticket Closing after a period of no response from client

Post by danderson »

Thank you for the responses here. Our team is going to be setting up a sandbox environment to do some testing in the future and I will update once I have more information on how it turned out.
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