[SOLVED]Follow up/reminder email to customer

[xax0]

Hello all
I apologize if i am duplicating themes, but i've searched for 2 days and haven't found anything on the topic.
Basically I am looking at the following - When a customer opens a ticket and marks it as a "Solution" i have generic agent that has event based trigger and makes the state as "Pending Customer Response" (which is state Open).
Then I want if that state is there for 48hrs a notification reminder to be triggered to the customer. We often have have customers who forget about the ticket and then in few days they come and complain that we are not reminding them.

many thanks in advance

[hssandy]

we would also like something similar so If there is a way to do this......

[crythias]

Try This:

Generic Agent,
Schedule:
(probably once per day on the days you want to send the notifications ... 9 am M-F is likely good.)

Ticket Filter:
State: "Pending Customer Response"
Change times (3.2+):
(*) Ticket Changed before (2) days ago

Ticket Action:
State: "2 Days and nothing"

Ticket Commands:
Send agent/customer notifications on changes: Yes

--------
Notifications (Event)

Recipient groups:
Customer

Event:
TicketStateUpdate

State:
"2 Days and nothing"

Subject: Hey, it's been 2 days
Text: Remember that ticket? Here's your reminder ...


----
possibly generic agent at 5pm to check if Ticket State is still "2 Days and nothing" and if it is, then set it back to "Pending Customer Response"
This will send a reminder again ... in 2 days.

[xax0]

Looks like a good solution but i need to play explicitly with the ticket states which i wanted to avoid.
I tried to do the following thing:

Generic Agent job:
once a day to check for tickets with state Pending Customer Response.

Ticket filter:

Ticket changed more than 3 days ago.

Add Note: Customer not getting back

Then i trigger an event based notification which triggers a notification when the following parameters are met:

Event: ArticleCreate, ArticleUpdate, ArticleSend
Recipients: Customer, Agent (Responsible)

Notification:
Dear <OTRS_CUSTOMER_REALNAME>,
We haven't heard from you since our last email, sent 3 days ago. Please be so kind to provide us with the information we requested, thus we can assist you as soon as possible.

Details:
<OTRS_AGENT_Body[5]>

However, the above notification ended up in a loop and sent around 200 emails for one minute and then i disabled it.

Is there a way i can stop that loop?

[crythias]

you can do other things besides state change and add note.
You can also use a Dynamic Field Update or
filter your notification event on the article type (maybe it's note-internal?) [and subject or body] ... because the Notification Event article type will likely be different (email-notification-[int/ext])