Ticket owner on vacation... notify user

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gsalin
Znuny newbie
Posts: 36
Joined: 10 Mar 2023, 16:38
Znuny Version: znuny 6.5.1
Real Name: Gérald Salin
Company: INRAE - GeT-PlaGe

Ticket owner on vacation... notify user

Post by gsalin »

Hi,
is there a way in znuny (6.4.5) to notify the user who sent an email whereas the owner of the corresponding ticket is on vacation?

Thank you for your help

Gérald
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root
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Re: Ticket owner on vacation... notify user

Post by root »

gsalin wrote: 10 Mar 2023, 17:08 Hi,
is there a way in znuny (6.4.5) to notify the user who sent an email whereas the owner of the corresponding ticket is on vacation?

Thank you for your help

Gérald
No, the intended use of this use case is that - a locked ticket - will be unlocked and another agent should take care of the ticket. At least let the customer know what happens next. This is why the default setting of Ticket::UnlockOnAway is enabled.

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gsalin
Znuny newbie
Posts: 36
Joined: 10 Mar 2023, 16:38
Znuny Version: znuny 6.5.1
Real Name: Gérald Salin
Company: INRAE - GeT-PlaGe

Re: Ticket owner on vacation... notify user

Post by gsalin »

ok, thanks for your answer.
we use this ticket system to manage our projects : the owner of a ticket is responsible of the communication with the user and is the only one who can answer (at least at the beginning of the project).
After this first part, we auto unlock the tickets so that all agents who are working on the project can answer.

Maybe this will be possible one day....
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znuny 6.5.6
postgresql 13
Rocky 8
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