Dustin C
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11 years ago
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We should have the ability to implement timers, just like Ubersmith.. should we need to follow up with a client (sales lead) and or support maintenance windows etc we should be able to set timers on tickets for specific time/days.
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The original request was to implement Ticket Timers on specific time/days just like Ubersmith - right?
As you can see in this documentation(https://docs.ubersmith.com/display/UbersmithDocumentation/Using+Ticket+Timers) - With Ubersmith ticket timers, you can change the status, priority, department and owner as well as schedule an automated follow up or notification to happen at a pre-defined date and time - And this is what mentioned in my comments above.
So in what way my comment "differs from the original request"?
Also from the 41 comments above (some of them are mine) - there is no one that says something different. I have several comments + some agree with me + referring to a module by busyrack that do exactly the things I mentioned in my comment above.
So in what way my comment "differs from discussions so far"?
Please reconsider your reply and your request for me to open a new request since my comment is exactly what the original request was + the discussions so far regarding its features as demonstrated in busyrack ticket timer module.
So your request is to be able to schedule a range of actions to be performed at a future date/time on a ticket. This differs from the original request here and most of the discussions so far and so that might perhaps be better as a separate request.
Thanks!
In general we need to be able to set a ticket to do the following at a specific time and date:
1. Change Status to any other status we set (not just Awaiting Reply).
2. Change Priority
3. Change Department
4. Flag Ticket To another admin (or back to me)
5. Add an internal note to the ticket
6. Send a response to the customer
7. Remove on update - if we set this option on and the customer replied the ticket before the timer was set - the timer will be automatically removed.
8. Recurring Timer - After this Timer is fired, automatically add it again. Repeat the same Timer every X minutes.
Any such timer should be added per ticket
There should be a way to add more than one timer tp a ticket at the same time.
Yes, I would say this is the primary requirement - any ticket that isnt closed should be moved back into the "Awaiting reply" list when the ticket expires
>>What should happen if the ticket is already in the Awaiting Reply status at the time of the scheduled follow-up?
Nothing needs to happen in this case
>>How should an admin know that the ticket needs attention? Do there need to be email notifications about the scheduled event? Who should those go to?
If the ticket is put back into the "Awaiting reply" queue then that should be enough, however, optionally, you could have an email sent to the assigned admin users telling them that this has happened in a similar way to new or replies to tickets