Timed Custom Ticket Rules in KACE Service Desk
I'm looking to create a timed custom rule in KACE. Basically to say if a ticket has gone X amount of time unchanged, to send an email to the assigned technician reminding them that this ticket needs attention or at least a note update.
Has anyone here created something like this? I can't imagine it's a new concept.
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Posted by:
chucksteel
7 years ago
There are a couple of ways you can handle this. Escalation can be set based on priority to notify the owner. You can also schedule a report to run daily that can include tickets that have been open for a set period. Service desk rules can also work. I can post some that I have written later if interested.
