90 day ticket creation after employee leaves

KACE SMA...  We keep running into one road block after another.

The business need is 90 days after an employee is offboarded (we currently have a process for this which creates 7 tickets),.. we need additional work to be done. Specifically email has to be archived and some other maintenance items.

I could create a sql query which checks for term dates of 90 days aged but I read it is impossible to create a new ticket and open it.

So that leaves me with a manual process in kace helpdesk unless someone here has an idea.  Not sure why everything has to be so difficult in the helpdesk portion of kace sma but it is what it is.

EDIT: I should point out that the business does not want the parent to be held open during this time otherwise I could add a ticket... and possibly change the due date offset.. although, I dont see an option to add anything to do the do date offset list, the max is 30 days. Guess I could work around that with a sql but I dont think the business will go for holding the parent open.

2 Comments   [ + ] Show comments
  • I would argue that the process isn't closed until all tasks associated with off-boarding are complete, which means an employee isn't completely off-boarded until the last task is done.

    That being said, you should be able to generate tickets using system rules, but there is a trick to it. My recollection is that you need to make sure the email account that sends the message is listed as an account on the SMA, and that the user has the correct permissions to create a ticket in the queue (assuming you are limiting ticket creation with labels). - chucksteel 11 months ago
  • I agree, it should be held open, not my call.. Im just a cog in the wheel. Thanks for the insight. An email could be generated from one queue to the other. JasonEgg also indicated so.. good ideas. We are looking at doing it in powershell with a sql module added, Seems to be its the best way and useful for future requests. - barchetta 10 months ago

Answers (1)

Posted by: JasonEgg 10 months ago
Red Belt

It's a bit hacky, but you can use custom ticket rules to create a ticket by having one queue email another queue. So one queue would run the SQL to check for the 90-day-old-separation, then send an email to a separate queue's inbox, which would create a ticket in that second queue (assuming your email settings are correct).

You may be tempted to use an INSERT statement in the custom ticket rule to create a ticket but I have never gotten that to work satisfactorily.

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