Looking for some service desk advice - employee onboarding

I have been tasked with adding the following to our already quite large 3 stage employee transfer process.  

7 days before the effective date of the transfer AND if a custom field contains "Yes",  spawn a ticket where the EMPLOYEE must close it out.

Not sure how Im gonna pull this off.. but here goes my first idea

EDIT: this wont work:  When the parent is created, run a rule on ticket save which says

Will need to be both a run on save (in case the effective date is already within 7 days) and also a daily rule.

if custom field - yes

if last change is like "created" 

send an email addressed to the employee.  


Im not sure how to build the email address of the employee..  I know it can be done.  The employee will be identified by a USER lookup field.. so its a user in KACE already.. Shouldnt be too hard.. If anyone has a little snippet that does this Id appreciate it.. Id guess Id have to join HD_TICKET to whatever table contains the user email address based on the custom user field name..  Should be fun.

Anyway, Id send an email to a Queue, and Id have to also build an email variable so the user is the owner..   and it would have to be a new queue I guess...  

Any thoughts on how to accomplish if this isnt the only way?

0 Comments   [ + ] Show comments

Answers (1)

Posted by: Hobbsy 1 year ago
Red Belt

So if you are setting up a queue to deal with the specific information that the employee has to complete, in the main queue set your tick box.

When the box is ticked send an email from the main queue into the sub-queue to create the ticket.

if you have a user based dropdown custom field then you will already be linked and you could populate the email address in custom field using a rule

Don't be a Stranger!

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

Sign up! or login


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