Hi.I know it's been asked before (http://forum.osticket.com/d/discussion//is-there-a-way-to-set-a-ticket-followup/) but I would like to see a better followup function.We (IT-Dep) get a lot of tickets regarding things that are to be done at a later date / time. This is great, because it means that we have users who plan ahead and gives us the heads-up on beforehand, so we don't get as many rush tickets and don't have to put out fires after the fact.The tickets can be regarding everything from new employees or the need of a new switchboard number to the planned maintenence on one of our buildings or removing an e-mail forwarder on a spesific date.The timespan before action is needed on the ticket, can range all form a couple of hours to several months ahed in time.The method we use today is that the staff member who claims the ticket, creates a task in he's Outlook with a reminder and the closes the ticket with the comment that he will followup at the appropriate time.The reason we close them, is that the ticket list would be very long if we did not. So we close them to keep it tidy, and then reopen when the Outlook reminder pops up.I would however, like to see a reopen on (insert date and time) button. Or a reminder function that sent an e-mail when it's time to take action on the ticket, regardless of the ticket status. Or maybe it's even time for a status named "followup" on those tickets.I know I can use SLA plans like suggested in the thread I mentioned, but they only have a general timeframe. We need to be able to set a spesific date / time for the followup..\ Lars Olsen

21 days later

Maybe you can create tasks and add a reference to the ticket?We never used them but I think they have a final date..

a month later

This is exactly what I am missing with this system. Where can I set a reminder for a ticket? Often I have to wait for a certain date to work on a ticket because something has to happen first (someone has to call back, is in holiday, some other task has to be done before etc.).I wonder why this basic function is not included and if it will be added.RegardsThomas

@[deleted]Q: Where can I set a reminder for a ticket?A: you can't.  this is not a feature in osTicket.  Which is why Lars opened this as a feature request.

3 years later

Why this has not been implemented yet? I find it a crucial feature.
There are numerous questions/requests for it throughout this forum or Github.

If no one has implemented this in three years then it is apparently not a very popular request.

a year later

I just recently needed this and see there was no plugin or way thus far. I wrote a simple php page and have it being called by a daily cronjob. Its very basic right now but this will give yall a start.

`<?php

$dbhost = 'localhost';
$dbuser = 'Username';
$dbpass = 'Password';
$dbname = 'DB Name';
$dbtabl = 'task'; //Add your prefix if using one.

$to = "<E-Mail Address, E-Mail Address"; //Made it basic, later I will have it check the system for those emails as well.

$headers = 'From: Task Reminder noreply@web-site.com' . "\r\n";
$headers .= 'MIME-Version: 1.0' . "\r\n";
$headers .= 'Content-type: text/html; charset=iso-8859-1' . "\r\n";

$conn = new mysqli($dbhost, $dbuser, $dbpass, $dbname);

if ($conn->connect_error) {
$subject = "Connection Error";
$message = "Connection Failed: " . $conn->connect_error;
} else {
$sql = "SELECT * FROM " . $dbtabl . "";
$result = $conn->query($sql);
if ($result->num_rows > 0) {
while($row = $result->fetch_assoc()) {
$send = "";
$id = $row['id'];
$num = $row['number'];
$dd = date_create($row['duedate']);
$td = date_create('today');
$diff = date_diff($dd,$td);
if ($td > $dd) { $count = "-1"; }
else { $count = $diff->format('%a'); }
//echo "Today: " . $td->format('Y m d') . " / Due Date: " . $dd->format('Y m d') . " - Interval: " . $count . "<br>";
switch($count) {
case 3:
$subject = "HD Task Reminder - Due in 3 Days";
$send = 1;
break;
case 1:
$subject = "HD Task Reminder - Due in 1 Day";
$send = 1;
break;
case 0:
$subject = "HD Task Reminder - Due Today";
$send = 1;
break;
case -1:
$subject = "HD Task Reminder - Task is Over Due";
$send = 1;
break;
default:
break;
}
$message = "Task #<a href=\"https://hd.web-site.com/scp/tasks.php?id=$id\">" . $num . "</a>";
if ($send == 1) mail ($to,$subject,$message,$headers);
}
}
}
$conn->close();
?>`

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