How to set automatic cascade of multiple timed messages?

Moderator: crythias

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z1001z
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Posts: 7
Joined: 26 Mar 2019, 15:19
OTRS Version?: otrs-6.0.16-01

How to set automatic cascade of multiple timed messages?

Post by z1001z » 19 Apr 2019, 09:44

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 intervention. What is the best way to do this? Can this be done using autoresponses, or ticket notifications "Ticket Pending Closure", or some other method?

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

Post by crythias » 22 Apr 2019, 14:28

Notifications based upon event (and/or Generic Agent with notification) and criteria of last change, state, and maybe a Dynamic Field.

IF the state is open
and last change more than 3 days ago
and DynamicField AutomatedSpam's value is "FirstNotification"
THEN
Send Message "Spam notification 1"
and set DynamicField AutomatedSpam's value to "SecondNotification"

Lather, rinse, repeat.
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z1001z
OTRS newbie
Posts: 7
Joined: 26 Mar 2019, 15:19
OTRS Version?: otrs-6.0.16-01

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

Post by z1001z » 23 Apr 2019, 21:45

Thank you for the outline, I'll try it.

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