Need details of OTRS_STATE

[inderjohar2287]

Hi

I need the tag for next state that is going to happen after clicking on submit button. As I am able to set for previous state tag as <OTRS_ticket_state> this working fine similarly can you please suggest tag for next state ?

Why I need this ?

As on email notification when received by customers then they don't find pending reminder state. Only previous state that actually help it.

[jojo]

there is no such tag

[inderjohar2287]

Any other way by which customer can see state in email notification ?

[crythias]

Any other way by which customer can see state in email notification ?

It's not necessary to tell the customer this information. This is for your purposes and has no relevance in email communication.

"But of course it does"
Then use a template.

>But I need to tell the customer that the state is now "awaiting your reply"!
No, you just handle that internally and follow up. Unless it really actually contributes to the solution, changes you make on the agent side -- labels, hats, boxes, folder structure, queues, priority -- is cruft that doesn't solve the problem of the ticket.

[inderjohar2287]

50% I agree
50% as customer I would like to revert on IT ticket or look when I saw state pending reminder. That says they need my inputs. Or I get notification your ticket closed.

Just think from customer prospective who is busy in developing product and would like to just read the state of his ticket like close nothing else.

[crythias]

Be human. Communicate with your customer. If you need something from your customer, the fact that a human asked a human should be sufficient. If it's not, follow up as a human.

[inderjohar2287]

Yes that true in case of local. In case of Global, customer needs status on the notification email, may in subject or in body.
And if you also think that you are seating at xyz area and different timezone and abc person is seating qwy area with different timezone then. As customer you would need just state. If it has pending reminder that means as customer/lead/manager you need to login into the otrs and do the further actions to make into open state again.

[crythias]

By "be human" I mean *communicate with your customer*. An email is old the minute you send it.

Let's say your state is "pending reminder" ... What does that mean to a customer? Nothing. It means that the agent is going to be reminded of the ticket.
Let's say your state is "open" ... of course it's open. or new, but what does that mean to a customer? Nothing. Because the customer knows it should be that because he didn't get told it's closed.
Let's say your state is "closed" Sure, but you don't automate that. You send a reply with next state closed saying "Hey, this is what we did to solve your ticket. We're closing this. Please don't reply unless you need to open the ticket again."

Let's say your state is "pending auto closed successfully" ... You don't automate this. You send a reply with next state pending auto closed successfully and tell the customer in the body "This ticket will close in 3 days if we don't hear from you."
Let's say your state is "awaiting customer" ... You don't need to email the customer that the state changed because you asked a question. The fact that you asked a question to your customer should be adequate.
Let's say your state is "awaiting vendor" ... You don't need to email the customer with "hey the state is now awaiting vendor." You would tell the customer the information as if you called her.

[inderjohar2287]

Now convinced with answer. That make me understand "human" word

I was just focusing on wait for response case but now I have outlook with your comment

Thanks for your patience and detailed info.