GenericAgent - event trigger

[sebromex]

Hello,

we are using OTRS 3.3 and I need to set up an GenericAgent to send customers an automized response E-mail after one hour, then after four, and finally after 24 hours
How can I trigger the event?

According this post, there is no documentation of the Ticket Events: viewtopic.php?f=64&t=10771
Which event should I choose?

Thanks

[crythias]

Why do you want/need to annoy your customer?

[sebromex]

We have a service guarantee, so if our customers won't get a reply from us after 24 hours they don't have to pay for our support.

I changed our needs a bit, so we will limit it and the customer should receive only one notification instead of two (only after 24 hours).
I want to tell customers that the ticket is still processed so they are satisfied.

But I still don't know how to trigger it in Ticket Events. How can I send a mail there?

thanks

[reneeb]

There is no event! You can do this only with a custom GenericAgent module.

[sebromex]

OK. I will try it with the GenericAgent only

Thanks

[crythias]

if our customers won't get a reply from us after 24 hours

What a racket. You could do absolutely nothing and just send an automatic reply and expect to get paid.

[sebromex]

What a racket. You could do absolutely nothing and just send an automatic reply and expect to get paid.

No, this is not our intention.

In this case, our customers will get an the auto reply that we failed to process their ticket within the 24 hours and they don't have to pay.
It will be charged only if an agent really handles it.

[crythias]

Why send the other messages automated?