Just a little backstory, I am using the OverdueClose rule to close child tickets in a process for new hires. the tickets are set to email the resolution to the new hire when closed. However, when I use the OverdueClose ticket rule it doesn not sent the ticket closed email set to $ticket_resolution. I am using the base rule for OverdueClose, and have not modified it. So far no emails were sent when testing, but when I manually close the ticket it works. It looks like the rule does more of a cancellation of the ticket and not a true close of the ticket. Any ideas how to do this? We are looking to send 3 days of emails automatically to new hires.
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