24h email

Moderator: crythias

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CreatiXx
OTRS newbie
Posts: 5
Joined: 10 Jul 2019, 11:06
OTRS Version?: 5.0.16
Real Name: Damon Moons
Location: Belgium

24h email

Post by CreatiXx » 30 Jul 2019, 14:30

Hi guy's

I am kinda new to OTRS but i am looking for certain feature of which i am pretty sure it exists among OTRS but cannot seem to find what it might be.
At the moment we send an autoresponse to every single new ticket that gets made. This we would like to keep.
Above that we would like to send our customers a secondary email after 24 hours IF we have not responded yet to give them a heads up with a new text.

Now i cannot seem to find how to do that last one. If some one could help me point out the right direction, that would be awesome!

At this point we are running OTRS 5.0.16

Thanks in advance!

GrtZ
CreatiXx
Last edited by CreatiXx on 31 Jul 2019, 10:44, edited 1 time in total.

root
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Re: 24h email

Post by root » 30 Jul 2019, 18:18

Hi,
  • Create a dynamic field text
  • Enable Ticket::EventModulePost###9600-TicketDynamicFieldDefault
  • Configure Ticket::TicketDynamicFieldDefault###Element1 (or a free one) to set the dynamic field to the value 1
  • Create a generic agent with a schedule like every hour to check for tickets with state new, the dynamic field value 1 and create date > 1 day, action: set the dynamic field to 2
    [*}Create a ticket notification triggered by the updating the dynamic field and the ticket filter to match the state and value of the dynamic field (2)
  • Create another generic agent to set the dynamic field to 3 if the anything what you like changes on the ticket like state, ArticleCreate, etc. - just to skip the 24 hour notification
not tested, just my 2 cents.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

CreatiXx
OTRS newbie
Posts: 5
Joined: 10 Jul 2019, 11:06
OTRS Version?: 5.0.16
Real Name: Damon Moons
Location: Belgium

Re: 24h email

Post by CreatiXx » 31 Jul 2019, 09:52

Hey thanks Roy for the help.

I wasnt really sure that i would be able to get that with DynamicFields.
I'll get into it and try out!

CreatiXx
OTRS newbie
Posts: 5
Joined: 10 Jul 2019, 11:06
OTRS Version?: 5.0.16
Real Name: Damon Moons
Location: Belgium

Re: 24h email

Post by CreatiXx » 31 Jul 2019, 10:51

Hi Roy,

Could it be possible that "Ticket::EventModulePost###9600-TicketDynamicFieldDefault" is not available in OTRS 5?

I cannot seem to find it and the only documentation i can find on it talks about OTRS 6?

root
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Posts: 1813
Joined: 18 Dec 2007, 12:23
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Real Name: Roy Kaldung
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Re: 24h email

Post by root » 31 Jul 2019, 10:59

Hi,

It's Ticket::EventModulePost###TicketDynamicFieldDefault in OTRS 5. Just could also use the search for DynamicFieldDefault ;-)

SysConfig group Ticket, sub group Core::TicketDynamicFieldDefault

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

CreatiXx
OTRS newbie
Posts: 5
Joined: 10 Jul 2019, 11:06
OTRS Version?: 5.0.16
Real Name: Damon Moons
Location: Belgium

Re: 24h email

Post by CreatiXx » 31 Jul 2019, 11:05

ouh alright thanks, i might have clinged to hard on the "EventModulePost###9600" ^^

crythias
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Re: 24h email

Post by crythias » 31 Jul 2019, 16:05

Alternatively (?) a queue that holds after hours new tickets with the appropriate notification.
Untested. Postmaster Filter may be necessary.
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CreatiXx
OTRS newbie
Posts: 5
Joined: 10 Jul 2019, 11:06
OTRS Version?: 5.0.16
Real Name: Damon Moons
Location: Belgium

Re: 24h email

Post by CreatiXx » 01 Aug 2019, 10:27

Well the thought behind it is that we want to inform our customers with a message like "sorry we were not able to get back to you within 24h, it is busier then usual " kind of message.
This happens from time to time and we would like to have the option to be able to use this.

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