Does anyone that have the SQL code for a custom ticket rule that would sent out a notification to the ticket owner if the ticket has not had it status change from "New" to "In Progress" in specified time?
This option isn't part of KACE out of the box. Which was disappointing to me because a lot of companies take their SLA's seriously. KACE only has email notifications to the ticket owner if the ticket goes into overdue status. I need more options with ticket notifications.
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Posted by: chucksteel 5 years ago
This select statement should work:
OWNER.EMAIL AS OWNEREMAIL
JOIN HD_STATUS on HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
WHERE HD_STATUS.NAME = "New"
AND HD_TICKET.CREATED < NOW() - INTERVAL 2 HOUR
This will find tickets that have a status of New and have been open for more than two hours. It places the owner's email address in a column named OWNEREMAIL that you can use for the notification.