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01/03/2019 248 views

How can I get alerts or emails as a manager when a ticket has been open for X amount of days by agents?

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Comments

  • What version of the SMA are you on?

    Do you want a report to be emailed to you or what would you like?
  • looks like it is 9.0.270
    and yes an email would be great for say 2 days and maybe 7

All Answers

0

Try this: - 


Select 'email@mycompany.com' AS SENDMAIL,

S.NAME AS STATUS, 

T.ID AS ID, 

T.TITLE AS ISSUE,

U.FULL_NAME AS SUBMITTER, O.FULL_NAME AS OWNER,

T.CREATED AS CREATED, T.MODIFIED AS STALLED

FROM HD_TICKET T

JOIN HD_STATUS S ON (S.ID = T.HD_STATUS_ID)

JOIN USER U ON (U.ID = T.SUBMITTER_ID)

JOIN USER O ON (O.ID = T.OWNER_ID)

WHERE (S.NAME = 'Open' AND DATEDIFF(NOW(), T.MODIFIED) >= 2)


Create a custom ticket rule with the above script. Select 'Email each recipient in query results' and put the SENDMAIL column in the field marked  'Column containing email addresses'.  Set your frequency to run hourly.

Answered 01/08/2019 by: Druis
Third Degree Green Belt