Increase priority for pending ticket with GenericAgent?

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Snowmanko
OTRS expert
Posts: 52
Joined: 06 Mar 2015, 17:45
OTRS Version?: 6.0.5-1

Increase priority for pending ticket with GenericAgent?

Post by Snowmanko » 12 Jul 2019, 16:27

Hi,

I would like to configure OTRS to increase priority of ticket in "pending - auto close+/-" state but ONLY when customer reply to ticket.
Is this even possible? I could not came up with solution how to setup it with GenericAgent / PostMaster Filter.

Thanks for suggestions.
Martin
OTRS 6.0.3-1, MySQL

Snowmanko
OTRS expert
Posts: 52
Joined: 06 Mar 2015, 17:45
OTRS Version?: 6.0.5-1

Re: Increase priority for pending ticket with GenericAgent?

Post by Snowmanko » 15 Jul 2019, 17:05

Anyone please ?
OTRS 6.0.3-1, MySQL

Flippo
OTRS newbie
Posts: 9
Joined: 29 Mar 2019, 12:33
OTRS Version?: 6.0.17
Real Name: Philip G
Company: N&M

Re: Increase priority for pending ticket with GenericAgent?

Post by Flippo » 16 Jul 2019, 12:30

Wouldn't a generic agent with the trigger NotificationFollowUp do the trick?

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