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Ticket Rules, what's the one you find most useful?

The K1000 helpdesk module is impressive when it comes to the customization. The precanned ticket rules make sense if you choose to enable them. Post your favorite or most useful ticket rule here and why you like it.

Posted 11 years ago 3154 views

Comments

  • I duplicated and modified the built in "WAITING OVERDUE" ticket and set up two very similar ones for when my ticket status is 'Waiting for User' or 'Waiting for Ticket Owner' for 1 or 2 day intervals. It simply sends out an email notification at this point, but eventually I will manipulate it to notify their manager after so many updates (Maybe incrementing value added and when it hits #3 I can trigger another statement) - Wildwolfay 11 years ago
  • Also, have written a rule that automatically adds more of our IT department to the CC list of a ticket when the submitter (labeled appropriately) is detected as a company high end executive. It ensures that they get the attention they garner and nothing is let sitting idle.



    I was really hoping to see other people post as I am looking actively for new ticket rules and maybe some good ideas to implement.


    What about you GeekSoldier, what are some good ticket rules you have been running? - Wildwolfay 11 years ago
  • My favorite rule does the following:

    Background:
    we created a custom asset called Extended Loan for tracking equipment that we loan out (tablets, iStuff, laptops, etc.). When an entry get's created we record the requestor's contact information. Every night we have a custom rule that runs and emails the person who has borrowed the equipment from us. Contained within that email are our terms and conditions, the equipment they are borrowing, our contact information, and most importantly when it is due back.

    One day prior to the return date, another rule runs to notify them that their extended loan is due back tomorrow. It also contains the terms and conditions, equipment they borrowed, our contact information, where to return it, and instructions on how to extend the loan. - Jbr32 10 years ago
  • Excellent examples of ticket rules in play guys. For the moment we're using precanned ticket rules, but I'm trying to work out a new one that will email the submitter every time a comment is posted with only the comment text. Our end users complained that there's too much garble to pick out of the default email and now they want something different. I was looking for other creative ways that ticket rules are used. Thank you all for sharing them! - GeekSoldier 10 years ago
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