Features (AddOns)

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InBox SendNotificationToPendingStatus

Version 6.0.0

Creation date 2020-11-24

Resources

Module to send notifications according to the ticket pending time

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [6.x.x]

Modules

The following modules are required:

  • InBox Core 6.24.7 or superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ HideFieldsAccordingToCustomerPortal-6.0.0.opm

Configuration

SendNotificationToPendingStatus::Core::EventAndPercentage

Enter the name of the event and the percentage for it. Ex. EventTo50 -> 50

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Add custom events

Navigate to the system settings and search for: Events###ticket. After that add the event names, they must be the same as the configuration: SendNotificationToPendingStatus::Core::EventAndPercentage enter image description here

Creating dynamic fields

Create dynamic fields of type 'text' with the same names as the custom events present in the configuration: SendNotificationToPendingStatus::Core::EventAndPercentage

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Creating notifications

Create ticket notifications with custom events: enter image description here

Use

Place the ticket in the Pending state. When the ticket reaches the percentage defined in the configuration, the notification with the custodized event must be sent