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Ticket rule to send an email to User when a ticket is Escalated

Hi people.

I would like to send an email to a manager whenever a ticket is escalated .

I don't want to add him to the ticket CC list or the category CC list, as this will

mean he will receive all the other notifications as the people in these lists.

I don't want him getting alerts for "status Change" and "ownership change "

and the likes. 

Just want him to get an email upon ticket escalation in a particular queue.

How do I make this ticket rule?

Thank you.


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Answers (1)

Posted by: barchetta 1 year ago
2nd Degree Black Belt
0

Since you only want it to be sent when escalated I would think your script would need to join to hd_ticket_change and search for the proper description. While we have escalations on it looks like we have  never hit the escalation values (ours is a very conservative 2 days on most)  so not sure what the phrase would be.  You can search your hd_ticket_change table like below. once you have that it would be pretty easy to set up a email rule.  If you are not currently sending an email via rule you should easily find an example script.  If need be let me know and I will post one. Can guarantee how quick my response might be as I am paid to not be on here :)

SELECT 

`HD_TICKET_CHANGE`.`ID`,

    `HD_TICKET_CHANGE`.`HD_TICKET_ID`,

    `HD_TICKET_CHANGE`.`TIMESTAMP`,

    `HD_TICKET_CHANGE`.`USER_ID`,

    `HD_TICKET_CHANGE`.`COMMENT`,

    `HD_TICKET_CHANGE`.`COMMENT_LOC`,

    `HD_TICKET_CHANGE`.`DESCRIPTION`,

    `HD_TICKET_CHANGE`.`OWNERS_ONLY_DESCRIPTION`,

    `HD_TICKET_CHANGE`.`LOCALIZED_DESCRIPTION`,

    `HD_TICKET_CHANGE`.`LOCALIZED_OWNERS_ONLY_DESCRIPTION`,

    `HD_TICKET_CHANGE`.`MAILED`,

    `HD_TICKET_CHANGE`.`MAILED_TIMESTAMP`,

    `HD_TICKET_CHANGE`.`MAILER_SESSION`,

    `HD_TICKET_CHANGE`.`NOTIFY_USERS`,

    `HD_TICKET_CHANGE`.`VIA_EMAIL`,

    `HD_TICKET_CHANGE`.`OWNERS_ONLY`,

    `HD_TICKET_CHANGE`.`RESOLUTION_CHANGED`,

    `HD_TICKET_CHANGE`.`SYSTEM_COMMENT`,

    `HD_TICKET_CHANGE`.`TICKET_DATA_CHANGE`,

    `HD_TICKET_CHANGE`.`VIA_SCHEDULED_PROCESS`


FROM 

`ORG1`.`HD_TICKET_CHANGE`


where

ORG1.HD_TICKET_CHANGE.DESCRIPTION LIKE '%ESCALATED%' 



Comments:
  • Thanks a lot for the update Barchetta.
    Will take a look at the query and see what it does.
    Cheers. - akmagnum 12 months ago

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