(CLOSED) Reminder email ticket is PendingAutoClose?

[morecw]

Hi all,

how do I realise the following use case?

1. A customer creates a ticket
2. An agent answers the ticket and sets a 2 week pending auto-close
3. After 1 week the customer is automatically sent an email politely reminding them to respond to our answer
4. When the 2 weeks is up the ticket is auto-closed and the customer receives an email informing them of the closure.

I can figure out all points except no.3. Your help would be appreciated.

[morecw]

Any thoughts on this?

[crythias]

Not that you'd like. You might make an event that checks for this or your first pending *is* part 3, then you make another that autocloses.

[morecw]

I think handling it like that would be satisfactory although it does remove some efficiency of automating OTRS.

I have already looked at Events but it doesn't seem to have any option that validates on any time length.

So I guess I should just advise my team to use Pending for a week, then select Pending autoclose for the 2nd week?