[Amar Hadzi Ahmetovikj]

Hi everyone,

We are using OTOBO 10.0.15 and would like to automate a process.

For example, I would like to automatically send reminders to agents whose tickets are still in open status and the latest reply was by a customer.

If the reply from the customer is >= 3 days, a notification should be sent to that agent to check the ticket.

Is this possible and if so, how would I go on to automate that?

Thanks!

[Stefan Abel]

Hello

You can check the escalation times for that. Maybe you want to use the Update Time.

Cheers
Stefan

[Amar Hadzi Ahmetovikj]

Hi Stefan,

Thanks for the response.

Am I able to use the GenericAgent to create a job that will automatically add a note to each opened ticket if the last response has been from a customer and there hasn’t been a response from an agent in three days?

Thanks!

[Autor]

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