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KACE Product Support Question


Email Alert on Unassigned Tickets

09/07/2011 4464 views
Is there canned alert to send an email when a ticket has sat in a queue unassigned longer than a specific period of time? I have folks create tickets that do not get assigned to a user and the system does not escalate if no one has touched it after two days
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All Answers

0
Hey James,

You can definitely do this with a ticket rule mate. You could write something a bit like this

Select T.ID as TicketID, T.TITLE as TicketTitle, T.CREATED as TicketCreated
FROM HD_TICKET T
WHERE T.CREATED < SUBDATE(NOW(), INTERVAL 2 DAY)
AND T.OWNER_ID = 0
ORDER BY T.CREATED ASC


You could set as a result to this to email certain people with the details of the tickets it outputs.
I'd set this rule to run on a schedule, maybe every 2 hours.

-Dave
Answered 09/07/2011 by: davids
Senior Yellow Belt

0
Thanks, let me see what I can break, er do.
Answered 09/08/2011 by: James@Grow
Orange Belt

1
I played with this along with a tip from GillySpy how to specify an email address in the Email Column field and cam up with the following. Working fine here, although not sure if it's entirely clean. Hopefully this can save someone else some time.

John
______________________________

Title:
Unassigned Tickets

Order:
11

Notes:
Sends an email when a ticket has sat in queue longer than specified period (1 hour).

Frequency:
15 minutes

Select Query:
Select 'you@company.com' as SUPPORT, T.ID as ID, T.TITLE as Issue, S.FULL_NAME as Submitter, T.CREATED as Created FROM HD_TICKET T
JOIN USER S ON (S.ID = T.SUBMITTER_ID)
WHERE T.CREATED < SUBDATE(NOW(), INTERVAL 1 HOUR)
AND T.OWNER_ID = 0
ORDER BY T.ID ASC

______________________________

X Send an email for each result row

Subject:
Unassigned Ticket

Email Column:
SUPPORT

Email Body:
Unassiged ticket in queue, please review.

$created
$id
$issue
$submitter
______________________________
Answered 09/30/2011 by: jverbosk
Red Belt

0
One tweak I made to the Email Body section for clairty:

Unassiged ticket in queue, please review.

Created: $created
Ticket ID: $id
Issue: $issue
Submitter: $submitter
Answered 09/30/2011 by: jverbosk
Red Belt

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