Best Practices Question

Custom Ticket Rule for not allowing users to close tickets with the For Review category.

04/22/2016 735 views


We have found that many of the reports we are generating from Kace based on categories, are skewed because a few of the help desk users close some tickets with the default For Review category, instead of picking the correct category relating to the issue the end user has contacted us about.

So, we'd like to create a rule which will put the ticket back on Assigned, should anyone try to close a ticket with leaving the category on For Review.

We already have a few other custom rules setup for emailing help desk staff of unacknowledged tickets in their queue, but I just can't figure out this rule.

Any help would be greatly appreciated!


0 Comments   [ + ] Show comments


All Answers

Is Assigned another category? If so, then you might be able to use the rules wizard to check for tickets where category = For Review and status = Closed, then update the ticket to category = Assigned and status = Open.

If that doesn't work then you can try to create a rule that will look for tickets with category = For Review and status = Closed and have it send an email to the ticket owner every fifteen minutes telling them to change the category.
Answered 04/25/2016 by: chucksteel
Red Belt

  • Hi Chuck! We don't have Assigned set as a category, so we'll probably give your second suggestion a try.

    Thanks and keep you posted!

This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ