How do I create a ticket based on whether or not a ticket created by an external email is created?

I have a ticket that's created daily by Veeam sending a report to the KACE helpdesk address. This is checked for any issues and then closed. I want a failsafe so that if the email isn't sent (due to Veeam having a failure, etc), creating the ticket, the KACE systems management appliance will generate a ticket alerting me. Thanks!

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Answers (2)

Posted by: Hobbsy 1 month ago
Red Belt

I don't think this is possible, you are basically asking the SMA to look and if there is not ticket then log a ticket?!?

This is one example where you would have to run an external script in some way, otherwise this is just down to you, remembering that you haven't had a ticket........ 

Posted by: RobAtDG 1 month ago
White Belt
I think that maybe there would be a way to run/create a ticket or report at 12:00 for example, that uses SQL to check for existing tickets based on criteria such as title and date of creation and presents a result. Just relying on remembering that you haven't had a ticket isn't a great approach when you have a large number of daily tickets, plus multiple members of a team who might action that ticket.

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