How to alert ticket owner at 48 hours of inactivity on ticket

So... I can create a report to pull all tickets with over 48 hours of inactivity, but it pulls all users.  Is there a way to pare this down so the report sends only the tickets to their respective owners or am I going to have to create multiple reports; one for every ticket owner?

0 Comments   [ + ] Show comments

Answers (1)

Posted by: chucksteel 2 years ago
Red Belt

It's kind of either that or you use a custom ticket rule that will notify the technician for each ticket. Personally, I don't mind being a jerk sometimes, so I prefer the notification per ticket method.

  • Gotcha. So, with a custom ticket rule, I noticed that the filters aren't as comprehensive as in ticket 'advanced search'.
    What would be the process to send an alert at 48 hours? Is the 'modified' or 'time stalled' clock based on seconds?
    Should I use = for a single alert or > (or will > spawn infinite alerts?)

    What I'm wanting is to send an alert any time the ticket has gone un-responded to (by either submitter or owner) for 48 hours.

    Thanks very much for your assistance. - Brady Williams 2 years ago
    • The rules wizard will only get you so far. Most of the query will need to be edited. It will need to be run on a schedule, so that will determine part of the answer to your question regarding how often the alert is sent. If you want just one alert sent when the ticket reaches 48 hours, then using the hour of the last change would be appropriate. However, if you want multiple alerts for a ticket, that changes things. - chucksteel 2 years ago
      • Ok, that helps.
        My query is horrible, so I'm trying to learn from scratch with most of this. I appreciate the help! - Brady Williams 2 years ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

View more:


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