Scripting Question

Timed Custom Ticket Rules in KACE Service Desk

08/17/2016 1024 views
I'm looking to create a timed custom rule in KACE. Basically to say if a ticket has gone X amount of time unchanged, to send an email to the assigned technician reminding them that this ticket needs attention or at least a note update.

Has anyone here created something like this? I can't imagine it's a new concept.
0 Comments   [ + ] Show comments


All Answers

There are a couple of ways you can handle this. Escalation can be set based on priority to notify the owner. You can also schedule a report to run daily that can include tickets that have been open for a set period. Service desk rules can also work. I can post some that I have written later if interested.
Answered 08/18/2016 by: chucksteel
Red Belt

Don't be a Stranger!

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

Sign up! or login

View more:


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