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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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  • Thanks ondrar for the quick reply. I am testing this now and will update

All Answers

1
I have a rule similar to this in that it works on closed tickets, so I quick whipped this select statement up for you:


SELECT DISTINCT
  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.TIME_CLOSED,
  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.
Answered 10/05/2018 by: ondrar
Brown Belt