Hi,
We have a working installation of OTRS 2.4 with pending auto close enabled. The feature works excellent but we often get into issues with users when OTRS closes the ticket.
[b]Reason:[/b] The users were not informed by when they should respond with an answer.
My question is: How will I inform the user by when he/she should respond before the ticket gets closed.
Appreciate any response.
cheers...
./aq
Pending auto close time
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aqueelahmed
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crythias
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Re: Pending auto close time
I do this:
Compose Answer:
Dear Customer User,
We believe this ticket has been resolved and, if we do not receive an answer from you in 24 hours/3 days, this ticket will automatically close. No further action is required on your part.
Regards,
Next State: pending auto close+
Date: autoclose date.
Compose Answer:
Dear Customer User,
We believe this ticket has been resolved and, if we do not receive an answer from you in 24 hours/3 days, this ticket will automatically close. No further action is required on your part.
Regards,
Next State: pending auto close+
Date: autoclose date.
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aqueelahmed
- Znuny newbie
- Posts: 13
- Joined: 05 Aug 2010, 08:50
- Znuny Version: 2.4.7
Re: Pending auto close time
Thank for your response.
./aq
./aq