Closing unassigned tickets
08/24/2018 409 views
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.
T.ID as ID,
T.TITLE as Issue,
S.FULL_NAME as Submitter,
T.CREATED as Created
USER S ON (S.ID = T.SUBMITTER_ID)
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