autoresponse to Client

[223roni256]

Hello I got question ?

For example we have this situation. Client send to us email we create new ticket we send him auto-response and we answer to that ticket. After some time we see that client won't asnwer to our response so we have problem we wait, we close ticket with secessfull, without secessfull or what ?

So here is the think how to configure OTRS to send autoresponse for example 30 minutes, like:

Dear customer we send you informataion but you didn't answer.
Please contact as or resposne to that email

Regrads.


Thank's for help ?
Regards ?
otrs 3.3.3 on Ubuntu 12.04 LTS

[crythias]

I use reply Pending auto close successful (+) and give the customer x time to respond.

[223roni256]

Ok i find info in documentation :

"After the pending time has expired, the ticket owner will receive a reminder email concerning the ticket. If the ticket is not locked, the reminder will be sent to all agents in the queue. Reminder tickets will only be sent out during business hours, and are repeatedly sent every 24 hours until the ticket state is changed by the agent. Time spent by the ticket in this status will still add towards the escalation time calculation. "

But it seems to be ticket owner recive this info not customer. Second how to configure this ticket states to send reminder to response for a ticker to customer not after 24 hours, but 2 hours. And more
specyfic where I find this ticket states.

Thank's for help.
Regards.

[crythias]

If you want to pester your customer automatically, you will need to use generic agent to test ... something ... like last change to ticket and what state it is in...
So if state="Awaiting customer response" (a custom state you'd make of type "open") and Last change before 2 hours, running every 10 minutes, change the state to "Annoy customer" (Another custom state of type open) and make sure [x] send notifications is enabled for the Generic Agent.

Then, Notification Event on State Change (State changed to Annoy Customer) and fill the rest ...

Later Generic agent check if state is "Annoy Customer" and change it back to "Awaiting Customer response".

[223roni256]

Hehe i think pester is too big word. I would like you know send information to customer to anwser like: Dear Custromer we send you email plese respond because we don’t know this case is closed sucressfull or not.
So I create generic agent like this:

I set Event Based Ticket to:
Notification: Ticket Customer Update (I don’t know this or Ticket Pending Time Upadate)

In section filters I select:
All queue,
all agents,
Tikets in state: Pending Reminder and open
Tiketes bloked

What i choose in Time part at Filters section ?
What i choose in action section ?
And Can i use variables like <OTRS_TICKET_TicketNumber> in add note section ?

[crythias]

I would like you know send information to customer to anwser like: Dear Custromer we send you email plese respond because we don’t know this case is closed sucressfull or not.

I use reply Pending auto close successful (+) and give the customer x time to respond.

[223roni256]

Ok so, for example:
Customer send email to me, OTRS create ticket. I log as agent to OTRS respond the ticket and change It state to Pending auto close successful (+). And that’s it, but how to configure time after i sent auto notification to client

Thank’s for help.
Regards.

[crythias]

I don't. I just close the ticket.

I receive the ticket.
Do work.
Send a reply to the customer. In that reply, I say:
Hey, I did ________. Do you need anything further on this request?
If not, this ticket will automatically close in 2 days.

At the bottom of the reply, I set the next state autoclose successful in 2 days.

After two days, the ticket closes.

[crythias]

Everything about the ticketing system (from my personal opinion) is
1) Solve the ticket
2) Communicate as a human
3) Don't annoy the customer with administrative trivia (things that you do to a ticket's labelling, queue, etc. is not relevant to a customer. )
4) Assume that what you did to solve the ticket is valid and properly solves the ticket. Expect one of three things to happen from the customer:
a) Thank you! (This is not my favorite because it keeps the ticket open).
b) nothing (great. It's done, or the customer doesn't think it's that important any more. Close the ticket)
c) "It still is broken" ... ok. valuable feedback.

If you're waiting on a client for input on something in order to solve the ticket, make use of the canned responses within OTRS and *do* pester the client. But be human about it. "Hey, I'm still waiting on X, and can't complete this ticket... If I still don't hear from you by xxx, I'm going to assume that you don't want to do this..."
5) The customer is busy. If this ticket is a show stopper for the customer, you'd probably know about it.

[223roni256]

First very thank you for your long reply crythias. Know i see this point of view. But i have last question where and how a config ticket will automatically close in 2 days. If can give me specyfic information I would be very grateful.

Thank's for help.
Regards.

[crythias]

nextstate2.png

At the bottom of the reply, I set the next state autoclose successful in 2 days.

[223roni256]

Ok using that is good idea but i have problem when I set Pending auto close+ for example 2 minutes ticket didin't change state to closed succesfully i state in Pending auto close+.

I found in documentation: "Tickets in this status will be set to "Closed Successful" if the pending time has expired. Time spent by the ticket in this status will still add towards the escalation time calculation."

Can you help me ?

Regards.
Thank's for help.

[reneeb]

Did you enable the pending_jobs cronjob? And how did you configure it?

[crythias]

If escalation matters to you, close the ticket.

[223roni256]

ok so i Check cron jobs for pendig_agent the contenet of pending_jobs is

# --
# cron/pending_jobs - pending_jobs cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you pending_jobs
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null



File pendig_jobs is without extension .dist so I thinks cron_jobs is fine.

What else could be a problem ??




Thank fo help.
Regards

OTRS 3.3.3 on ubuntu 12.04 LTS

[crythias]

for example 2 minutes ticket didin't change state to closed succesfully

# check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null

[223roni256]

OK I so sorry i don't how I can't saw this.

thank's for help.
regards.