I am trying to stop escalation e-mails after hours, specially on weekends. I have been doing some reading in the forums and pretty much everything I've read said I can't do that with the built in rules and that I would have to create my own rules but most of these were a couple of years old..... Has there any new developments been done regarding this or does anyone know if this can currently be done on 6.3?

Thanks
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The 6.3 version of the K1000 introduces working time logic for each queue that you have. you are able to set working days of the week, the hours you will work on those days and also the holidays that you are not working.

This version also introduces priority based SLA's so you can set a resolution time for each priority, which uses the working time to calculate targets and also has escalation options which you are also able to configure to use the same working time calculations, so no alerting out of hours. 
Answered 06/22/2015 by: Hobbsy
Red Belt

  • Working hours and holidays are set globally, not per queue. Just wanted to clarify that.
  • I do already have working hours setup but continue receiving escalation e-mails on weekends which is why I posted the question here.
    I am not using SLA's but I am using escalation time witin the priority values in queue customization.

    For instance I have for priority value of "Top Priority" an escalation time of 2 hours, "High" 4 hours, "Medium" 2 days .... and I seem to get an escalation e-mail following that schedule which is getting annoying during a weekend as we get flooded with e-mails from tickets opened on Thursday and Friday that are still open.
    • If you are using escalations only then there is no way of disabling these out of hours.
      • is there any way to take advantage of the pre-defined schedule and still have escalation e-mails? for instance, if I was to use SLAs, would that ignore the escalation times being used within the priority?
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One outside of the box solution would be to create a rule that modifies the HD_PRIORITY table to set the ESCALATION_MINUTES column to 0 for all priorities. You could set this rule to run at the close of business. 
UPDATE HD_PRIORITY SET ESCALATION_MINUTES=0 WHERE HD_QUEUE_ID = 1
This would disable all of the escalation timers on queue 1.

You would need rules that set the values back at the open of business.
UPDATE HD_PRIORITY SET ESCALATION_MINUTES=60 WHERE HD_QUEUE_ID=1 and NAME="High"
I believe you would need a rule for each priority.

You could also look at deleting rows from the HD_EMAIL_EVENT table to disable emailing on escalation events. You would then need to insert rows to enable the emails.
Answered 06/29/2015 by: chucksteel
Red Belt

  • Thanks Chucksteel I do like the idea of changing the HD_Priority table and set the ESCALATION_MINUTES to 0 after hours and turn it back on in the morning however, after several attempts I haven't been able to get it working. I am SQL challenged however I am willing to try things and figure it out but so far no luck.... could you give me some additional pointers in the right direction?
    • You need to do this using custom ticket rules. In the service desk module, create a new SQL ticket rule that runs at daily at 5:00pm (or whenever your close of business is). You can actually put the statement above into the "Select" statement of the new rule and KACE should execute it at run time. I would recommend checking the "Email results" box and having the results of the query emailed to you.
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