Ticket Rule: Set a notification for any ticket that has not been worked on or dealt with


Thank you for all of you always here to help.

I would like to create a ticket rule that is looking for any ticket that has not been work on or dealt with for 7 days, and then send a notification to the group. Does anyone have any idea for this? How do I know the ticket's last update time in KACE Service Desk?

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Answers (1)

Posted by: Hobbsy 3 years ago
Red Belt

Pam, perfectly possible, you need to reference the HD_TICKET_CHANGE table to see when a ticket ID was last updated. If this is a touch too complex for your SQL skills you maybe need to reach out for some pro services, as an estimate this is probably a days work for a consultant


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