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!

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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.



Answered 04/25/2013 by: Timi
Seventh Degree Black Belt

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