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Managing "Pending" Requests

  • March 31, 2016
  • 1 reply
  • 164 views
J
Apprentice

Does anyone have an automated way of managing pending requests?  I would like to automate a reminder email to the requester and/or assigned agent when a pended ticket exceeds a certain number of days.

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    1 reply

    T
    Contributor
    This should should work. Create an new Supervisor rule by navigating to Admin > Supervisor> [ New Rule ]

    Rule Name: Remind requester - Pending case (1d)

    Conditions:
    Hours since pending: Is 24

    Actions:
    Send Email to Requester

    Subject: [Pending case #{{ticket.id}}] {{ticket.subject}}

    Body:

    We would like to remind you that case #{{ticket.id}} is still pending and awaiting your feedback.
    ____________________________________________________________
    Requester: {{ticket.requester.name}} / {{ticket.from_email}}
    Subject: {{ticket.subject}}
    Latest comment:
    {{ticket.latest_public_comment}}

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