[SOLVED] Follow-up notification for unlocked tickets

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Mothra
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[SOLVED] Follow-up notification for unlocked tickets

Post by Mothra »

Is there any way to show, in the UI, that there are tickets with follow-ups, rather than relying on email notifications?
Last edited by Mothra on 09 Dec 2010, 16:08, edited 1 time in total.
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jojo
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Re: Follow-up notification for unlocked tickets

Post by jojo »

the star on the ticket/article shows if there are unread articles on a ticket
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Mothra
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Re: Follow-up notification for unlocked tickets

Post by Mothra »

jojo wrote:the star on the ticket/article shows if there are unread articles on a ticket
Right, but that involves finding the ticket first; the ticket may be 10 days old, for example and there may be 100 tickets younger and 1,000 tickets older.

I'm looking for a way to display a list of unlocked tickets that have responses from customer, rather than relying on email notifications that can end up being buried amongst other emails.
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jojo
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Re: Follow-up notification for unlocked tickets

Post by jojo »

all open and unlocked tickets should be considered as a ticket where somebody needs to work on. Other tickets are closed.
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Mothra
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Znuny Version: 3.2.11

Re: Follow-up notification for unlocked tickets

Post by Mothra »

jojo wrote:all open and unlocked tickets should be considered as a ticket where somebody needs to work on. Other tickets are closed.


Yes, but in the real world, you unfortunately can't always have as many agents as open tickets. Given 100 open and unlocked tickets (with equal priority, service, SLA, etc.) and only 5 agents, I think the agents need to be looking at the tickets to which the customer has responded first. Yet my agents can't find these tickets easily.

I was hoping there would be a way to get an icon displayed, similar to the one an agent gets for their own locked tickets, informing all agents on the queue of tickets that have received follow-ups.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
jojo
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Re: Follow-up notification for unlocked tickets

Post by jojo »

the star informs on unread articles, so it will work also for customer responses...


If a customer sends an answer an agent was sending out a message before. So this agent still has the ticket locked and is responsible to react on the customers follow up
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Mothra
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Re: Follow-up notification for unlocked tickets

Post by Mothra »

jojo wrote:the star informs on unread articles, so it will work also for customer responses...


If a customer sends an answer an agent was sending out a message before. So this agent still has the ticket locked and is responsible to react on the customers follow up
You're making an assumption based on one particular use case - there are in fact many reasons why a ticket in progress may no longer be locked by the agent who started work on it. For example, it might have expired the lock timeout on the queue; or it might have entered the agent's "out of office" period, or it might have been moved from a different queue (with Ticket::EventModulePost###910-ForceUnlockOnMove enabled) or agents may have unlock tickets with no customer responses at the end of shift to allow the next shift to pick up their work.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
Mothra
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Posts: 189
Joined: 26 Oct 2010, 15:04
Znuny Version: 3.2.11

Re: Follow-up notification for unlocked tickets

Post by Mothra »

Here's a decent workaround, courtesy of the very kind My Crythias (except step 4... that was mine ;) ):

1. Create a new state called "responded" (or similar) of type "open"
2. Edit Config Settings in Ticket -> Core::Postmaster, seting PostmasterFollowUpState to "responded"
3. If you're also using Customer UI, edit Config Settings in Ticket -> Frontend::Customer::Ticket::ViewZoom, setting Ticket::Frontend::CustomerTicketZoom###StateDefault to "responded" and also adding responded to the list in Ticket::Frontend::CustomerTicketZoom###StateType
4. Edit Config Settings in Ticket -> Core::Ticket and add Key=responded, Content=open to Ticket::EventModulePost###130-ForceStateChangeOnLock

Now, when a customer responds to a ticket, via email or via the Customer UI, the ticket state changes to "responded" (steps 2 & 3 enable this), making it easy to search for tickets in this state, create custom dashlets that show tickets in this state at the top of the list etc. When an agent goes into the ticket and locks it, the state will change to "open" (step 4 enables this); thus, tickets only remain in the "responded" state while they have customer responses that have not been picked up by Agents.

The nice thing about this set-up is that it effectively renders the email notification redundant, so agents can disable this feature if they wish.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
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