How can I require a field based on ticket age?
I want to require the Ticket Owner to popluate a new custom text field when a ticket is being closed and is over 2 days old. The purpose is for the technicians to explain why the ticket was not closed in less than 2 days and to provide an easy way to report on these tickets to management. My problem with on-close ticket rules in the past has been that the notice is still sent to the end user, it would be nice to preempt the on-close message as well.
As always, any help is appreciated.
BTW: The old interface was much more firndly for searching Ticket Rules. Any tips?
You can use the basic Rule builder, and then replace the final line of logic with the conditions that work "and (((HD_TICKET.CREATED < DATE_SUB(NOW(),INTERVAL 2 DAY)) AND HD_STATUS.NAME not like '%closed%') and HD_TICKET.HD_QUEUE_ID = 1 )"