dear community,
The Follow-up option is configurable in the Queue Management as new/possible/reject. Can we set a maximum time (work? absolute? hours) in which a follow-up can be done. After that time period a new ticket is created or ticket is rejected. Now we get followups which should be new tickets, because people are asking new questions weeks after the tickets is closed by replying a ticket.
regards,
dileep kumar singh
Time condition on possible ticket follow-up
-
dileep0358
- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
-
reneeb
- Znuny guru
- Posts: 5018
- Joined: 13 Mar 2011, 09:54
- Znuny Version: 6.0.x
- Real Name: Renée Bäcker
- Company: Perl-Services.de
- Contact:
Re: Time condition on possible ticket follow-up
No, a time based condition is not possible (without some programming work). But you can set for every queue what should happen to mails to closed tickets...
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
-
dileep0358
- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: Time condition on possible ticket follow-up
ok
have you anr idea about changes in programming to do this activity.
have you anr idea about changes in programming to do this activity.
-
reneeb
- Znuny guru
- Posts: 5018
- Joined: 13 Mar 2011, 09:54
- Znuny Version: 6.0.x
- Real Name: Renée Bäcker
- Company: Perl-Services.de
- Contact:
Re: Time condition on possible ticket follow-up
If this should be a global setting, you have to add a sysconfig option. If it should be queue-based, you have to add a field in the database and change the queue management.
Then you have to change Kernel::System::PostMaster where the current setting is checked.
Then you have to change Kernel::System::PostMaster where the current setting is checked.
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de