Closing unassigned tickets
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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Posted by: ondrar 2 years ago
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.
Posted by: chucksteel 2 years ago
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.
Posted by: cb3inco 2 years ago