update dynamic field based on e-mail forwarded / reply received

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aph
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update dynamic field based on e-mail forwarded / reply received

Post by aph »

I have the following scenario:
1) A ticket is created manually or by e-mail in a particular queue
2) An agent sends e-mail to an external address.
3) The agent should wait 14 days for a reply. If no reply was received, a designated user in OTRS who is not the owner/responsible of the ticket should receive a notification informing her that no reply was received.

How do I go about implementing this? My idea was to create a three dynamic fields: a drop down field: 'e-mail sent' = Y/N, a date field 'wait for reply' with default value +14 days and a drop down field 'reply received' = Y/N. When an agent forwards the ticket via e-mail the 'e-mail sent' should be set to Y (default N) and 'reply received' to N. If a reply is received the field 'reply received' should be updated to Y. If not the value remains equal to N and I would generate an event based notification where the 'wait for reply' has elapsed (in last two days for example) and reply received = N.

The point I'm getting stuck at is, how do I set the values of the dynmic fields 'e-mail forwarded' = Y and 'reply received' = N when an e-mail is forwarded and 'reply received' =Y when a reply has been received? I'd appreciate any help. Maybe there are other ways of implementing the feature, which I'm not aware of. Any pointers, suggestions?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
crythias
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Re: update dynamic field based on e-mail forwarded / reply received

Post by crythias »

1) set a field (state=started 14 day countdown)
2) Generic Agent last change > 14 days ago, and current state "started 14 day countdown". change state (state=annoy someone)
3) notification (event) on state change.

if a reply is received, the state will have changed.
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aph
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Re: update dynamic field based on e-mail forwarded / reply received

Post by aph »

I don't quite follow. How will the state change when a reply is received. Another factor is will the state not change if a note was added in the meanwhile? Could you please elaborate. Maybe I'm not getting you right.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
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crythias
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Re: update dynamic field based on e-mail forwarded / reply received

Post by crythias »

aph wrote:How will the state change when a reply is received.
Because it does. It's the FollowUp state.
aph wrote:Another factor is will the state not change if a note was added in the meanwhile?
Usually not. but you'd be able to determine that by testing rather than asking.
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Re: update dynamic field based on e-mail forwarded / reply received

Post by aph »

crythias wrote:Because it does. It's the FollowUp state.
As a test I did the following. I opened a ticket with state 'open'. Then sent a mail using the Postmaster.pl with the ticket number in the subject. The ticket state did not change after the e-mail was received. So I don't get how the state changes when an e-mail reply is received. In the ticket history I see an action called 'FollowUp', but it doesn't say anything about the state being changed.
aph wrote:Another factor is will the state not change if a note was added in the meanwhile?
crythias wrote:Usually not. but you'd be able to determine that by testing rather than asking.
As it was not visible that the state has changed on receipt of an e-mail, but apparently it did according to you, hence my question regarding change in state on adding a note. A change of state was not visible on adding a note, but it could have been changed as in case of e-mail receipt, where it wasn't visible either.

Maybe I'm not getting the difference between State and FollowUp State.
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crythias
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Re: update dynamic field based on e-mail forwarded / reply received

Post by crythias »

I'm sorry that I wasn't clear ... I thought I mentioned something about PostMaster Followup state (sysconfig) which sets the state to that setting. open state will not see a change because followups set the state to open by default.

And unless you enable state change in note, your next state with a note will be the current state. Unless the state is chosen different.
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