So, I'm working on a proof of concept to present to our leadership to begin using the Service Desk portion of the K1000. One of the things our current, home grown, help desk system does is send a page (MMS Message) on a new ticket, when the ticket owner is change, and when the ticket escalates. I've figured out the first two using Ticket Rules that run with the "on ticket save" option. The problem is, a ticket escalation doesn't appear to trigger the save event, and doesn't create any additional entries in the "HD_TICKET_CHANGE" table.

Is there a way to make this happen? I've toyed with the idea of creating a rule to run every 15 minutes and see if the ESCALATED field in the HD_TICKET table has a timestamp since the last run of the ticket (so basically just within the last 15 minutes), and have that add a comment and send the page. The only problem with that is, it could delay the escalation message to the tech up to 15 minutes.

Can anyone think of a way to have this happen a bit sooner? I'm open to any ideas.

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Using the standard functionality within the Service Desk the method that you suggest is the best way to identify if the ticket has been escalated. But as with all ticket rules that are set to run on a schedule there is a chance hat you will be up to 14 minutes out of sync as the ticket rules will only run every 15 mins. There is, unfortunately nothing that you can do about that potential gap.

If we are creating rules that calculate or adjust the values regarding the SLA within KACE we tend to adhere to a best practice of creating a duplicate rule, run one every 15 mins and run the second ON Ticket Save, this means that you may capture the change sooner than 15mins if the ticket is looked at, however it is no guarantee
Answered 01/14/2016 by: Hobbsy
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