K1000 - Send additional survey after 90 days
Hello, is it possible to send an additional survey after 90 days of ticket closure?
I was thinking of creating a ticket rule and was going to select ticket status = closed then set survey satisfaction = 0, so that an email gets sent out
Not sure how to implement this though. Anyone tried it before and would share that would be helpful
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Posted by: ondrar 2 years ago
I have a rule similar to this in that it works on closed tickets, so I quick whipped this select statement up for you:
HD_TICKET.ID AS TICKET_ID,
HD_TICKET.TITLE AS TICKET_TITLE,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE AS STATE,
SUBMITTER.FULL_NAME AS SUBMITTER_FULLNAME,
SUBMITTER.EMAIL AS SUBMITTER_EMAIL,
HD_TICKET.SATISFACTION_RATING AS RATING,
HD_TICKET.SATISFACTION_COMMENT AS COMMENT
FROM (HD_TICKET, HD_STATUS)
LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
WHERE HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
AND HD_STATUS.STATE = 'closed' -- ticket is still closed
AND -- no survey rating or comment
(SATISFACTION_COMMENT IS NULL
OR SATISFACTION_COMMENT LIKE ''
OR SATISFACTION_RATING IS NULL
OR SATISFACTION_RATING LIKE ''
AND HD_TICKET.HD_QUEUE_ID = -- insert your queue id here
AND DATE(TIME_CLOSED) = DATE(NOW())-90 -- closed 90 days ago
You can start with that and create your own email to go along with it, using submitter_email for the Column containing email addresses. Note that this reports tickets without a survey rating or comment, so if they filled out only one of those, they'd still get an email. You may or may not want to change that.