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#1 2023-02-07 12:33:38
- mora
- Member
- Registered: 2023-02-07
- Posts: 3
Ticket default response or TAG in followup for technician
Hello, i'm newbie so sorry if i ask dumb questions. I would like to know if we can defined default response when a technician is adding followup
e.g : Hello, I understand your demand, please give me more informations on this.
and Then, put default phrase like this
"if no response to this ticket is given, it will be closed within 7 days"
Can we do this please ? Not on email but on glpi interface.
Thank you.
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#2 2023-02-20 12:00:06
- mora
- Member
- Registered: 2023-02-07
- Posts: 3
Re: Ticket default response or TAG in followup for technician
Someone help please
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#3 2023-02-20 14:51:06
- cconard96
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- Registered: 2018-07-31
- Posts: 2,813
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Re: Ticket default response or TAG in followup for technician
This can be done with the Pending Reasons feature. When you add a task, you can click the pause icon by the "Add" button which will set the status of the ticket to Pending and let you select a template (added in Setup > Dropdowns > pending reasons) which determines how often there is an automatic followup (uses a followup template) and the number of followups before it is automatically solved (uses solution template). While it doesn't immediately add another task telling the user when the ticket would auto-close without a response, that could be done manually with task templates, or by adding it in the automatic followup template and sending them more often (for example, every 2 days and autoclose after 3 reminders).
GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.
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#4 2023-02-21 14:49:04
- mora
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- Registered: 2023-02-07
- Posts: 3
Re: Ticket default response or TAG in followup for technician
Thank you that worked for GLPI 10.
Is there a way to do it in glpi 9.5.4 ?
Thank you very much. Have a nice day
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#5 2023-02-22 02:43:12
- cconard96
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- Registered: 2018-07-31
- Posts: 2,813
- Website
Re: Ticket default response or TAG in followup for technician
There is no equivalent feature in versions before v10 even considering plugins as far as I know. This feature was just added in GLPI 10.
GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.
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