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Is it possible to define alerts for tickets that go unassigned for x amount of time?

Is it possible define (via checkbox, dropdown, and/or rule), the ability to notify (via email alert) a queue owner (e.g. Agent or Manager), if a ticket has remained in the unassigned state for a defined interval, as per an SLA 1 hour ?

Is it possible to do that in KACE?  We are currently running version 12.1.169


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Answers (2)

Posted by: Nico_K 1 month ago
Red Belt
0

Yes, indeed.
This is what Custom Ticket Rules are for.
There are some predefined which nearly do what you want, so feel free to change them or create a new one.

Posted by: irosenfeld 1 month ago
Yellow Belt
0

I thought this was an interesting question, so I looked into setting up that rule myself.

I'm having trouble understanding how to set up a rule with time. If I want a rule to be a ticket that was created over an hour ago, how do I enter it into the "Define Ticket Rule"? What value is it looking for in the field [Created] > [___________________]? I tried 60, 1hr, 01:00, but they did not work.

Thanks in advance for any help.

 
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