Notifications for Out of Office

[RichH]

OTRS 6.0.27
CentOS 7.3.1611
MariaDB 5.5.60
Perl 5.16.3

Hi,

Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?

Thanks,
Rich

[root]

Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?

Hi Rich,

I'm sorry, this is not possible.

- Roy

[skullz]

Check viewtopic.php?t=18347.

Good luck

[root]

Check viewtopic.php?t=18347.

Hi,

This is not really what the OP asked for. It's not the auto response what he needs, he needs an event on followup if the owner is out of office.
I would not invest in a solution and work with ticket lock, unlock settings of the queue and pending states. This will put every other agent with access to the ticket in a position to react to a customer follow up if the owner is out of office.

- Roy

[jojo]

Basically it is the idea and purpose of a ticket system that agents will answer tickets as team and so it is not of any importance if one specific agent is available at a certain time

[RichH]

I've suggested the Ticket Unlock to the manager that requested this and was told to hold off 'till next week for them to decid if that's what they want.

So I'll let you know if I need further assistance at that time.

Thanks everyone for your help!

[jojo]

I strongly advice a professional conceptional design and setup as well as trainings for the users but also the managers.

[alexus]

Could anyone tell me if it's possible to send an email notification to the customer when a new article is created and the ticket owner is Out of Office?

Who is creating a new note? For what purpose is it necessary to inform the client about the absence of an agent?

[RichH]

That's a good question.

This is what the dept. manager requested. I'm just an IT worker trying to do what I'm asked.

I think that unlocking the tickets for out of office agents would be a better idea, but I'm waiting for what the business people have to say.

Thanks.

[alexus]

That's a good question.

This is what the dept. manager requested. I'm just an IT worker trying to do what I'm asked.

I think that unlocking the tickets for out of office agents would be a better idea, but I'm waiting for what the business people have to say.

Ok, please inform us about business feedback. Any way we can help you - with system setup or custom development