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KACE Product Support Question


Alerting when tickets are not assigned

07/25/2016 449 views
When tickets are created by users and not assigned for long time say 40-60  mins, help-desk admin/group
     should receive an email that tickets are not assigned 

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You can use a Custom Ticket Rule to do this. Just use the wizard and add your logic, for example:
This will create your select statement:
If Ticket Owner is Null and Status = New (this will seek those tickets)
Then simply use the built in tool to customize your email.
Add this to the beginning of your select SQL statement:
select "name1@domain.com,name2@domain.com" as ADMINS (this creates the group that you'll add as the receipients in the email section)  Just add ADMINS to "Column containing email address:" and it will send to those addresses you added to the select statement.
You will also have to add a time INTERVAL using the created date such as:
WHERE T.CREATED < SUBDATE(NOW(), INTERVAL 35 MINUTE)
then set the ticket rule to run every 15 min. This should get you to the 40-60 min time frame on the first email, and another email every 15 min, there after until it's assigned.
Hope this helps!
Answered 07/27/2016 by: Soloman007
Orange Belt

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