automatic sending of email to customer every 2 hours

[gambas]

Hi,

I need to send an automatic emaic email to tickets related to a customer.
This email can be considered as an update email.
For instance, its content could be something like: "Please be sure that we are working on your problem and we will get back to you shortly".
Is it possible to set up OTRS so that this kind of email can be automatically sent?
I have tried different config but I did not succeed...

Thank you for your help.

[crythias]

I suppose you might do some sort of generic agent/notification event combination.

But your use case is annoying, lazy, and useless.
Annoying: Because you're forcing notifications even if the customer doesn't want them.
Lazy: Because you can just turn it on and do nothing, yet the message still sends.
Useless: Because the content of the message should be assumed and doesn't tell the customer what the progress is on the ticket. "We're working on it" is the same nonsense as "We've changed your ticket into another queue" and "We've changed the priority of the ticket"

Customer says, "yeah, but that's just changing hats. What are you doing about why I submitted the ticket in the first place?"

[gambas]

Hi Crythias,

Thank you for your reply.
I understand that it is useless to send this kind of update but it is something required by my management.
I have evaluated OTRS and the only thing is this feature.
If you have any ideas on how to set up the system so that it meets this requirement, It would be really helpful

Thank you

[crythias]

When your customers get 12 messages a day, "Hey, we're working on your ticket", ...
I don't want to be that customer.

Here's the recipe:
create a new state of type open: "annoy"
every two hours on the hour (hopefully only during actual work hours), generic agent check filter ticket is of state "open"
Change the state to "annoy"

Notification (event) -- on state change -- if state change is to "annoy", send email.

every two hours on the 10 minutes after the hour, generic agent check filter ticket is of "annoy"
Change the state to "open".