Just a little backstory, I am using the OverdueClose rule to close child tickets in a process for new hires. the tickets are set to email the resolution to the new hire when closed. However, when I use the OverdueClose ticket rule it doesn not sent the ticket closed email set to $ticket_resolution. I am using the base rule for OverdueClose, and have not modified it. So far no emails were sent when testing, but when I manually close the ticket it works. It looks like the rule does more of a cancellation of the ticket and not a true close of the ticket. Any ideas how to do this? We are looking to send 3 days of emails automatically to new hires. 

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Since you're using the default rule, can you go into the rule itself in Configuration>Queues and hit the blue question mark next to "Run Log" at the bottom of that page? Just paste the contents of the last one or two attempts on the rule. That should show if there are any errors with running it. 
Answered 08/13/2015 by: tekfiend
Blue Belt

  • 08/13/2015 10:00:00> Starting: 08/13/2015 10:00:00 08/13/2015 10:00:00> Executing Select Query... 08/13/2015 10:00:00> selected 0 rows
    • The query isn't selecting any rows, which means it isn't finding anything that matches the criteria of the rule. Make sure you don't have a conflicting rule changing the status on the ticket to something other than what the rule is looking for. As for manual close sending mail, that's a separate process that's triggered on save, using a different rule.
      • I have no test process going at the moment.

        As for the separate rule, that is what I want to mimic with the overdueclose rule. We need to have kace automate the release of these emails.
  • Go ahead and get a test process started and check the logs after 24 hours. The minimum timeframe for the automated rule to close is 1 day, so you'd have to run it and then wait until it closes to get a look at the run log. Post the contents of the log once it has a chance to run on a test process.
    • 08/14/2015 01:00:01> Starting: 08/14/2015 01:00:01 08/14/2015 01:00:01> Executing Select Query... 08/14/2015 01:00:01> selected 3 rows 08/14/2015 01:00:01> Adding ticket comments... 08/14/2015 01:00:01> updated 3 tickets 08/14/2015 01:00:01> Executing Update Query... 08/14/2015 01:00:01> updated 3 rows 08/14/2015 01:00:01> Ending: 08/14/2015 01:00:01
      • I need something that can Trigger a save... ANYTHING. everything I do will not send any emails to the submitter.
        1) send emails to the submitter (contained within the resolution notes.)
        2) send a total of 12 emails 3 per day for 4 days
        3) be automated
  • I would say at this point a support ticket would be the way to go. You're using the pre-built rule so if it's not behaving the way it should, it may be a software defect or a configuration issue on the back end. You can call them at 888-522-3638 or open a ticket from the support tab on your appliance. They'll be able to troubleshoot more effectively than we could do on the forum. Sorry I couldn't be more help.
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