Some of our users enter in a "Due Date" when submitting a ticket, this can be several months ahead of the ticket needing actioning.
The helpdesk engineers will then place that ticket on hold until the due date is reached.

Would it be possible to have a rule that if a due date is set and the status is on hold, then when that day comes it will put the ticket in an investigating status?
This will then email the engineer that this ticket need to be looked at today.

Thanks,
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  • Yes, this should be possible with a rule. You can probably get pretty close using the rules wizard, have you experimented with that?
    • I have worked it out with a little help from local devs and have answered this question, thank you for your help.
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So after using part of the wizard and with a little help from our local dev team. We managed to use this code at the bottom of the "Select SQL":

and ((HD_STATUS.NAME = 'On Hold / Waiting') AND HD_TICKET.DUE_DATE = CURDATE() )

We then add this to the "Update SQL":

update HD_TICKET
    set HD_TICKET.HD_STATUS_ID = '83'
  where 
        (HD_TICKET.ID in (<TICKET_IDS>))

We have selected it to run daily at 8am from the Schedule area.

Note:
STATUS_ID ='83' is "Investigating" you will need to change this number for your servicedesk.

Answered 09/29/2014 by: chris.poston
Senior Purple Belt

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