09/15/2015 1154 views

We have a rule that will email all engineers in the queue if a ticket is left unassigned for more than 15 minutes and it will continue to remind them every 15 minutes after.

is there a way to stop this rule from running at 6pm when the queue is closed?

We often end up with a load of emails in the morning whereby another engineer has passed a ticket to our queue.

Thanks for reading.
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Yes, you should be able to change the SQL select statement so that it only returns results if the hours are between those you set. This line will would be for hours between 8am and 6pm:
HOUR(NOW()) BETWEEN 8 and 18

Answered 09/15/2015 by: chucksteel
Red Belt

  • Thanks Chuck, I had to make it the hour before so 8 and 17. But it works a treat, thanks again.