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This may seem to be an odd request, but does SLA's or another method close tickets that are unassigned for a period of time.

Maybe I should implement SLAs that email when tickets sit in the queue for a long time and arn't grabbed?

I have some staff that let tickets sit for a really long time and do nothing with them. I'm not in a position to change this habit, but want to motivate them to take tickets instead of letting them sit there. Open to suggestions.
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I nag the entire group with a Ticket Rule that sends us an email when there are unassigned tickets that have been sitting around.


Select 
    T.ID as ID, 
    T.TITLE as Issue, 
    S.FULL_NAME as Submitter, 
    T.CREATED as Created 

FROM 
HD_TICKET T

JOIN 
USER S ON (S.ID = T.SUBMITTER_ID) 

WHERE 
T.CREATED < SUBDATE(NOW(), INTERVAL 20 MINUTE) -- unassigned interval
and HOUR(NOW()) BETWEEN 7 and 19 -- during business hours
and DAYOFWEEK(NOW()) BETWEEN 2 and 6 -- during weekdays
and T.OWNER_ID = 0 -- unassigned
and T.HD_QUEUE_ID = 5 -- specific queue
    
ORDER BY T.ID ASC


Email recipients is set to our IT DL, and no other boxes are checked.  It's set to run every 15 minutes.

But yes, like Chuck said, it's a procedural issue that needs to be addressed.
Answered 08/24/2018 by: ondrar
Second Degree Green Belt

  • Thanks for this. I might implement it. If I want it to start emailing after say 3 days, what would that look like? Does this nag every 15 minutes, or is it a once a day?
    • Mine collects tickets that have been unassigned for more than 20 minutes (T.CREATED < SUBDATE(NOW(), INTERVAL 20 MINUTE), and I have the Ticket Rule set to run every 15 minutes.
      Your frequency options for running Ticket Rules are:
      15 minutes
      Hourly
      Daily
      Weekly
      Monthly
      On Ticket Save

      Daily, Weekly, and Monthly allow you to select a specific day and time. Without having tested it, I would suggest having the Ticket Rule run Daily, and set the unassigned interval to 3 days (T.CREATED < SUBDATE(NOW(), INTERVAL 3 DAY). This should work like: The first day goes by, the second day goes by, and when the Ticket Rule runs on the third day, the ticket has already been unassigned for three whole days, so it should be picked up.

      I also edited my answer to make it more readable.

All Answers

0
If the tickets are unassigned, then you would have to nag the entire group. One option would be to create a report of unassigned tickets that are older than x days old and have that report scheduled to run every day. Of course, it's pretty easy to ignore an emailed report. 

Personally, this sounds like a management problem that needs to be addressed. If these are staff that report to you, then you are in a position to change that habit. If they don't report to you, then find the person to whom they do report and have a conversation. Worst case scenario, get the submitters of those tickets to complain to the manager's boss.

Answered 08/24/2018 by: chucksteel
Red Belt

0
Thanks - I appreciate the input. I'm not in a position to change this habit, and believe its a poor one.
Answered 09/06/2018 by: cb3inco
Yellow Belt

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