All,
I am fairly new to K1000 and have never been great at scripting and was wondering if someone could help me create a rule that says if a ticket has been open for x amount of days, send an email to the owner as a reminder to update and/or close the ticket. 
Thanks!
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  • You don't need a rule for that. You can use escalation and priority to set a time that says if a ticket is in a Medium priority, then ever x number of days send an email to the owner if it hasn't been updated.
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However if you do not want to go down the full blown SLA route, it is possible to create a rule that will email the tech when the call has been open more than x days.

First create a simple rule using the wizard in the desired queue, select the changes to say if the ticket Status is not closed and the created Date is equal to xxx (actually enter this text)

Do not add anything to update with the rule, and save it in the usual way.

Next go to reports and create a simple report, maybe select ticket ID , status and created fields, and on the filters set it to include any tickets that have been open more than X days (insert your number in instead of the X). 

Save the report then go back in and view the SQL, this will give you the correct SQL for calls open longer than X days to use in your ticket rule, so copy out the statement i.e.

 AND (((TIMESTAMP(HD_TICKET.CREATED) > NOW() OR TIMESTAMP(HD_TICKET.CREATED) <= DATE_SUB(NOW(),INTERVAL 10 DAY)))))

and insert it into your ticket rule where statement so it looks a bit like this

  where HD_PRIORITY.ID = HD_PRIORITY_ID
                        and HD_STATUS.ID = HD_STATUS_ID
                        and HD_IMPACT.ID = HD_IMPACT_ID
                        and HD_CATEGORY.ID = HD_CATEGORY_ID
                        and (((  HD_STATUS.NAME != 'Closed') AND (((TIMESTAMP(HD_TICKET.CREATED) > NOW() OR TIMESTAMP(HD_TICKET.CREATED) <= DATE_SUB(NOW(),INTERVAL 10 DAY))))) and HD_TICKET.HD_QUEUE_ID = 21 )

Now you can create the email you wish to send in the ticket rule and set the rule to run every day at a set time.
Answered 01/05/2016 by: Hobbsy
Red Belt

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