KACE Product Support Question

Email notifications to ticket owner for open ticket > 30 days

10/23/2017 720 views
I need help guys, I have apriority item called Suspended, this priority item is to be used for tickets that will remain open due to waiting for project or enhancement, therefore no SLA will be set for it, but I need a monthly email notification to ticket owner if the ticket is not closed, so that it is not going to be forgotten. Regardless if it has been modified or not as long as it is still open every 30 days email notification if not closed. I appreciate your help.
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All Answers

Hello aoh,
maybe this can help you:

I remember that I've created a custom ticket rule as a kind of reminder. People borrow a device from our department - they have to confirm in a custom ticket that they have received the device and they get a reminder e-mail every day after the return date.

Instead of querying the customticketfield, polling the status and then triggering an e-mail notification. Would that be a solution for your problem?

Answered 10/25/2017 by: svmay
Red Belt

  • Thank you svmay. If I want the Where statement to have the the email trigered after 30 days of the ticket been created as there is no due date, because no SLA so the email will be to remind the ticket owner and if the ticket is still open after another 30 days (ie. 60 days after creation) another email, but this can be done throgh the schedule. Thanks.
    • I'm glad that I could help you.

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