Workflow Rule: Customer Reminder for still opened Tickets ++

[MrShinken]

Hello community,

I have a general question to realize a workflow which actually is nothing special for other ticket systems at the moment.
Is it possible to remind a customer to inform about a still opened ticket in a period of eg. 5 days? Then, after about 14 days, the ticket should be automatically be closed and marked with a custom status (eg. closed / no response). If the customer follows up then, the ticket will be set active again.

Is there a known way to achieve this scenario in OTRS? If there is no possible way to realize it through GenericAgent, I'll post this as a feature request.

What do you think about this? Do you even know any workaround?

[jojo]

This requires custom development

[MrShinken]

Thanks. That's exactly what I've thought.

I just requested this as a new feature:
https://otrsteam.ideascale.com/a/dtd/Wo ... ubmitted=1

[jojo]

thanks for your submit. If you need such a feature in a timely maner you need to have it developed

[rvwmgk]

This is an old thread, I know...

I was just wondering if there is any way to do this in OTRS? Has this been implemented somehow in the meanwhile or is this still custom development?

[crythias]

Is it possible to remind a customer to inform about a still opened ticket in a period of eg. 5 days?

Yes, using generic agent testing last change and current state, change the state and do a notification (event).
(State=open, last change more than 5 days ago. set new state 5days)

Then, after about 14 days, the ticket should be automatically be closed and marked with a custom status (eg. closed / no response). If the customer follows up then, the ticket will be set active again.

ditto above. (state=5days, last change more than 7 days ago, set new state closed no response. Unlock ticket.) Notification (event).