[SOLVED] Simple notification

[zip]

Hello

i want to implement a notification date, which can be set by the agent individually for each ticket. when the date passed, the agent should get a email with the notification, nothing else should happen. the state of the ticket should be "open" all the time.
how can i achiev this?

thanks

[crythias]

Use a pending reminder.

Yes, I know you said you want to keep the ticket in state open. Otherwise, the agent probably has an email account outside of OTRS that has calendar/reminder functionality and can use that instead of OTRS.

[zip]

When i set the state of a ticket to pending reminder and then want to send the customer a email via reply

answer.jpg

and letting the state in this windows to "-" so that the pending reminder do not get cancelled,

send.jpg

the email is not sent and i get this error:

[Tue Apr 8 14:19:49 2014][Error][Kernel::System::Time::Date2SystemTime][349] Need Year!

[zip]

btw, why its not possible to send a email via generic agent? this would solve the problem.

[crythias]

btw, why its not possible to send a email via generic agent? this would solve the problem.

it is possible to have generic agent change something in the ticket and have notification (event) react to it.

[crythias]

btw, the response you gave me is explicitly designed to interrupt pending reminder.
The reminder is "reply to customer"
The action is "I'm replying to customer"
The state change is now "open" because you've successfully interrupted the pending reminder.

[crythias]

You could, in theory, add a note and use the note + notification (event) to workaround or manually set a next-state pending reminder when you reply.

[zip]

I made a generic agent which is adding a note when the notification date passed and then sending a email via the agent notification AddNote.

Thanks a lot for your help!