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04/15/2019 240 views

So... I can create a report to pull all tickets with over 48 hours of inactivity, but it pulls all users.  Is there a way to pare this down so the report sends only the tickets to their respective owners or am I going to have to create multiple reports; one for every ticket owner?

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It's kind of either that or you use a custom ticket rule that will notify the technician for each ticket. Personally, I don't mind being a jerk sometimes, so I prefer the notification per ticket method.

Answered 04/16/2019 by: chucksteel
Red Belt

  • Gotcha. So, with a custom ticket rule, I noticed that the filters aren't as comprehensive as in ticket 'advanced search'.
    What would be the process to send an alert at 48 hours? Is the 'modified' or 'time stalled' clock based on seconds?
    Should I use = for a single alert or > (or will > spawn infinite alerts?)

    What I'm wanting is to send an alert any time the ticket has gone un-responded to (by either submitter or owner) for 48 hours.

    Thanks very much for your assistance.
    • The rules wizard will only get you so far. Most of the query will need to be edited. It will need to be run on a schedule, so that will determine part of the answer to your question regarding how often the alert is sent. If you want just one alert sent when the ticket reaches 48 hours, then using the hour of the last change would be appropriate. However, if you want multiple alerts for a ticket, that changes things.
      • Ok, that helps.
        My query is horrible, so I'm trying to learn from scratch with most of this. I appreciate the help!