Overdue K1000 ticket
Hi All,
Can somebody help me on how to send overdue ticket to particular person? When, user select due date and ticket doesn't resolve within the time given , the ticket will change to overdue status. but, how to make auto send email notification once the ticket is overdue?? Please help!
Answers (1)
You will need to create a custom rule. Go to the Service Desk>Configuration>Select the queue>toward the bottom next to "Custome Ticket Rules" select Customize.
Choose Action>Add ticket rule
status = overdue
and owner full name contains "owner name"
press next. Done.
Then towards the bottom you can place a check mark in the box next to Send an email for each result row
Put the e-mail address for the person you want notified and save. You may need to do this for each owner listed in the queue.
Comments:
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Thank you so much :) - lovablemeila 10 years ago
