Email Ticket Reminders

I've looked through the documentation and in every field of the Help Desk configuration options:

How do I adjust the frequency of ticket email reminders to ticket owners? Specifically, I would like to turn them off over the weekend. I have a feeling this will be really obvious, but I'm just not seeing it. Help out a fella on a Monday morning?

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Answers (4)

Posted by: airwolf 13 years ago
Red Belt
What are you referring to, specifically? An email reminder feature does not exist - although I've created a walkthrough for configuring it.

If you only want a rule to do something on specific days of the week, you have to modify the Select Query to only return results if the current day is M-F. A ticket rule will only do something if the Select Query returns results, so we have to make it return 0 results if the day is Saturday or Sunday.
Posted by: Jiddle 13 years ago
Orange Senior Belt
This is what we have (below). I thought it was standard, but perhaps my predecessor set this up?

Help Desk > Configuration

Help Desk Customization

Ticket Escalation

Subject: [$ticket_number] REMINDER: $ticket_title

Open Ticket Reminder:
While this $ticket_priority priority ticket remains open, these emails will be sent every $ticket_escalation_minutes minutes.

To update this ticket at any time, or add information click here: $ticket_url
You may also reply to this email without changing the subject to update the ticket to update the ticket.
(Please use a blank message body to avoid duplicating information in the ticket.)

You can also contact the Helpdesk team at Extension 5584.

Ticket Details:
Ticket Info: $ticket_number, $ticket_title,
Sumbitter Info: $ticket_submitter_name, $ticket_submitter_email,
Ticket History:
Posted by: airwolf 13 years ago
Red Belt
That is a built-in rule, and you cannot modify the select query. You'd have to disable this by changing all of your priorities to an escalation time of 'none', and then you'd have to write a custom ticket rule to serve your purposes.

By all means, you should submit an enhancement request to KACE support to add the ability to modify these built-in email notification settings.
Posted by: Jiddle 13 years ago
Orange Senior Belt
Thanks, I'll do it...
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