OTRS Timed Reminder (email)

[zjyuan]

Hi all：
I have a question now。
I hope OTRS system can remind me by regular mail. For example, an open ticket for a long time without treatment, there is no closure, this time I need to OTRS system can send e-mail every half hour to the customer's mailbox (or the agent's mailbox) to remind customers (agents).
How to achieve this function?
thanks very much!

[MichaelR]

pending?

[zjyuan]

Who can help me ?

[jojo]

as Michael wrote, use the pending reminder state for sending emails to the agent.

For automatic reminding of customers you'll need some development

[crythias]

Yeah, I'm going to go with Michael on this.

OR: Set Pending Auto close successful some 3-7 days in the future.

Then, apply Generic Agent to check, but the GUI doesn't allow negative numbers for future pending events.

(What?)

http://bugs.otrs.org/show_bug.cgi?id=6394#c15

There's a way you can change the math in the Generic Agent to check this (change a plus to a minus or something) but it's a hack.

Let's say you did make that change, or simply created a Generic Agent that ran every 30 minutes http://forums.otrs.org/viewtopic.php?f=60&t=10084 that verified the Pending Auto Close Times for tickets were less than or equal to, say, 2 days from now, and if that's true, start sending one of 96 emails to the customer.

[zjyuan]

Thanks for all helps first!
Now I just set the regular to remind the agent, if I only need to set Kernel/System/GenericAgent ?

[zjyuan]

How specific should I do? Whether the kind of reference sample?

[crythias]

It requires programming.

[zjyuan]

oh,i see.
thank you !