Features (AddOns)

Service Up

InBox TicketFollowUp

Version 6.0.4

Creation date 2019-02-25

Resources

The module prevents the reopening of calls after a specified period.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • [None]

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\ TicketFollowUp-6.0.4.opm

Configuration

Choose the queue

To use the module, you must choose one or more queues whose calls will be blocked. To do this, go to: > Overview.

img1

Search for "Queues."

img2

When loading the page, choose to be blocked and click its name.

img3

In the settings under "Change Queues," change the "Review Option" to "reject after a while."

img4

Set up Calendar and Days

To use this module, go to: > Configuration Administration and search for
by: TicketFollowUp::Config###Calendar.

img5

Place the desired calendar and click save.

Completed, go to > System Configuration Administration and search for
TicketFollowUp::Config###DaysLimit. When loading the screen, type the number of days
to prevent the reopening of the calls and save.

img6

After this is done, the module will already be working properly.

Use

After you have made the settings, the module will be working and you will not be able to reopen the blocked queue call after the configured time. As an example, when accessing the customer environment in > Overview administration and clicking a closed call, we can note that the "Reply" option is not enabled.

img7

img8

Additionally, you will not be able to reopen the call by email.