Hi there,
are there any best practices to determine "waiting for reply" pending state after sending a message?
Right now our default workflow is to
- send a e-mail and if it is done we set status close with the sending
- If it is not set to closed, to set the tickets by default to pending state after sending
This could be done either by setting in the reply dialog a default (right now "open") to pending reminder or by setting a GA to do this.
In the later case: how to identify clearly the only sent messages?
Maybe I am blind and do not see the forest for the trees.
Best practice for status pending state on reply
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Best practice for status pending state on reply
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Re: Best practice for status pending state on reply
Hi,
there is no best practise. You have to do it, that it fits to your needs.
For me, there is no difference in pending or close if you (the servicedesk) has no todo. In any case the ticket will be re-opened after an reply.
If you have a todo, even waiting for a customer reply, you set it to pending as you can see your target date.
It is different if you reject replies on closed tickets. In that case the pending auto close might come into account.
On my system I use pending customer reply as default in reply and outgoing phone call. On other actions
it is different.
Using GA to set states - I would not do it unless it is absolutly mandatory.
regards
Florian
there is no best practise. You have to do it, that it fits to your needs.
For me, there is no difference in pending or close if you (the servicedesk) has no todo. In any case the ticket will be re-opened after an reply.
If you have a todo, even waiting for a customer reply, you set it to pending as you can see your target date.
It is different if you reject replies on closed tickets. In that case the pending auto close might come into account.
On my system I use pending customer reply as default in reply and outgoing phone call. On other actions
it is different.
Using GA to set states - I would not do it unless it is absolutly mandatory.
can you specify this question?In the later case: how to identify clearly the only sent messages?
regards
Florian
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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- Znuny expert
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Re: Best practice for status pending state on reply
The todos are the issue. So clients sometime do not answer queries. And you can assume who are the bad guys if they issue which arrises from the open queries have not done (even not having got the answers).wurzel wrote: ↑16 Mar 2022, 08:45 there is no best practise. You have to do it, that it fits to your needs.
For me, there is no difference in pending or close if you (the servicedesk) has no todo. In any case the ticket will be re-opened after an reply.
If you have a todo, even waiting for a customer reply, you set it to pending as you can see your target date.
So we do not close tickets until they are really done. Or the client gets a final notice that he needs to answer either we are unable to help.
If there would be an option to modify the next state in the AgentTicketCompose / Compose Answer dialog to be pending reminder instead of open it would already soften the problem. To solve it I would need a GA to handle it.
So is there any configuration option to change the default from open => to => pending reminder?
I would like to have a query way in GA (e.g. based on Events) to ensure that I am grabbing only freshly composed tickets or ticket-answers.
But I am not sure how to solve it.
Starting already from the Event, which is not clear to me, which I shall use. Now the next criteria is also unclear. Shall it be
state = New, open, ...?
any time based restrictions?
Elected 2022-06 as an IT Governance Portal Expert. The portal for Znuny, OTRS and OTOBO users