Delayed answer mail
Posted: Fri Sep 21, 2012 11:06 am
Version of script: 2.4.1
Hi; i would need receive, as administrator a mail everytime a ticket or group of ticket goes over certain time expecting an answer from staff
For example:
The ticket %%TRACK_ID%% is in "New" state since 3 days
or
the ticket %%TRACK_ID%% is in "waiting answer" state since 5 days
I also could well using the "forgot_ticket_id.txt" mail, but i need learn were i can configure it and if is possible configure a list of ticket sorted for delays and non for user
Thank you for any answer
Hi; i would need receive, as administrator a mail everytime a ticket or group of ticket goes over certain time expecting an answer from staff
For example:
The ticket %%TRACK_ID%% is in "New" state since 3 days
or
the ticket %%TRACK_ID%% is in "waiting answer" state since 5 days
I also could well using the "forgot_ticket_id.txt" mail, but i need learn were i can configure it and if is possible configure a list of ticket sorted for delays and non for user
Thank you for any answer