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0001559SiT!incidentspublic2011-06-08 11:232011-06-08 23:10
0001559: Posibility to remind people
It would be good if there would be a button on the incident view that would allow me to generate a standardized message that there is some action needed from the user side.

We sometimes have tickets where we ask the user about more information but then we never get a reply from the user. It would be good if we then could inform the user that he has to take some actions.
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Issue History
2011-06-08 11:23modirNew Issue
2011-06-08 22:46ivanNote Added: 0003907
2011-06-08 23:10modirNote Added: 0003908

2011-06-08 22:46   
Hi modir, this sounds quite similar to the 'chase' feature that we've recently been discussing (see 0001459)

The chase feature reminds somebody to go and follow up with a customer who hasn't been in touch in a while, the feature has been a little forgotten about for a few releases.

Your suggestion sounds like it takes this further though and has some kind of a templated email to send to the user? It is already possible for you to create your own templates and you can use these when sending an email from an incident, it's not exactly a one-click thing but this might be the kind of thing you're looking for.
2011-06-08 23:10   
Hi Ivan,

Yes, this sounds similar. But it is not 100% the same. With the chase feature the support agent gets notified. I only want to notify the customer.

The reason why I would do it with a normal email is because maybe someone wants later the possibility to send those messages automatically by cron.

And yes, your suggestion with the email template could work. I never tried this in this situation.