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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Answers (3)

Answer Summary:
Posted by: ondrar 2 years ago
Black Belt

Top Answer

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 



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

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.

  • 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? - cb3inco 2 years ago
    • 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
      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. - ondrar 2 years ago
Posted by: chucksteel 2 years ago
Red Belt
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
Yellow Belt
Thanks - I appreciate the input. I'm not in a position to change this habit, and believe its a poor one.

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