Schedule E-mail to be delivered at a certain time

[numri]

Hello!

One of our departments who's recently been migrated into our otrs appliance has requested a feature to delay an outgoing e-mail to be sent at a specific time (i.e. end of the month, or one year from now). Still researching the details but what I've understood is how they currently manage by doing the following:

* Prepare the ticket with their attachments and reports
* Assign a pending state
* Once pending reaches desired date they open the ticket, forward the information and attachments to the correct recipient.
* Closed

This leaves room for delays in case of absence and is generally not very streamlined. With a new pending state and some creative use of generic agent I can figure out how to notify/allow all involved agents about that this ticket has reached its timer and needs immediate attention in case of someones absence.

But I'm completely stumped as to how I would go about actually sending the e-mail to a previously set recipient (but not a fixed recipient for every occurence of this routine). Am I approaching this the wrong way by thinking "Generic Agent"?

I found an old post with a similar request where your recommendation was to just use outlooks delay mail feature (as the department used before migration to OTRS). But I'm really trying to ween them of this behaviour as the history/trackability of such cases before OTRS is awful.

I've searched around for a bit with varying degrees of success, I think I might be too locked in my search queries to find what I'm looking for. Any hints in the right direction are appreciated.

tl;dr What's the best approach to delay an outgoing e-mail such as outlooks feature "Delay delivery"?

Thank you in advance!

[crythias]

You could use Linux at command line to push a mime email through postmaster.