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.
Managing "Pending" Requests
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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}}
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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