View Full Version : After ticket is closed for 7 days
Is there any way that I can send a custom message after a ticket had been closed for 7 days, Whereby the system can send a description on the initial ticket logged 7 days a go?
djtremors
04-26-2008, 06:12 AM
huh? can you explain what you mean? I could write something quick for you if i can just understand the purpose etc.....
something to keep in touch with client, to follow up on the closed issue, 99% of the time client has another problem but forgot to log it with me. This ticket after 7 days closed follows up on the closed ticket. Would help me a lot.
djtremors
04-26-2008, 08:08 PM
Aaaah, I getcha. thats a good point and yes, i get those kinds of clients too. Sometimes they are a little busy and forget to report it back that there's still an issue but sometimes it's a little problem and they aren't too worried about it.
The problem is flagging the jobs that are older than 7 days after you have emailed them otherwise it'll keep emailing them 8 days,9 days,10,11 etc. There must be a flag in the table like a 'followup' flag or something.
if you're happy to alter your ticket table then I can implement something like this for you.
I usually do some quick patches to make things work but have some small hardcoded code to minimise changes otherwise we'd be tweaking alot of the configuration pages of osticket which I'm reluctant to do since upgrading it would break the changes we've applied....
if others think this patch is worth it, i'll consider adding it in as i'm already working on other customizations.
will be great to have, you need to just explain how to alter the the db
aria_cop
04-27-2008, 03:53 PM
You can add a cronjob to make a reminder for your customer`s tickets closing.
it mail to your customers from 72 h remained to closing their tickets to renew their issues.
it's great but it's necessary?
I do not want the customer to renew the issue, only to follow up with the client it they are happy with the work performed
I there any futher outcome on this ?
Has any one figured this out yet? Would like to get this working a.s.a.p
Has any one been able to get this working ?
DaSilva
12-17-2009, 08:28 PM
Could be interesting...