/build/static/layout/Breadcrumb_cap_w.png

Email Ticket Reminders

I've looked through the documentation and in every field of the Help Desk configuration options:

How do I adjust the frequency of ticket email reminders to ticket owners? Specifically, I would like to turn them off over the weekend. I have a feeling this will be really obvious, but I'm just not seeing it. Help out a fella on a Monday morning?

0 Comments   [ + ] Show comments

Answers (4)

Posted by: airwolf 14 years ago
Red Belt
0
What are you referring to, specifically? An email reminder feature does not exist - although I've created a walkthrough for configuring it.

If you only want a rule to do something on specific days of the week, you have to modify the Select Query to only return results if the current day is M-F. A ticket rule will only do something if the Select Query returns results, so we have to make it return 0 results if the day is Saturday or Sunday.
Posted by: Jiddle 14 years ago
Orange Senior Belt
0
This is what we have (below). I thought it was standard, but perhaps my predecessor set this up?

Help Desk > Configuration

Help Desk Customization

Ticket Escalation

Subject: [$ticket_number] REMINDER: $ticket_title

Open Ticket Reminder:
While this $ticket_priority priority ticket remains open, these emails will be sent every $ticket_escalation_minutes minutes.


To update this ticket at any time, or add information click here: $ticket_url
You may also reply to this email without changing the subject to update the ticket to update the ticket.
(Please use a blank message body to avoid duplicating information in the ticket.)


You can also contact the Helpdesk team at Extension 5584.


===========================================================================================
Ticket Details:
Ticket Info: $ticket_number, $ticket_title,
Sumbitter Info: $ticket_submitter_name, $ticket_submitter_email,
Ticket History:
$ticket_history,
===========================================================================================
Posted by: airwolf 14 years ago
Red Belt
0
That is a built-in rule, and you cannot modify the select query. You'd have to disable this by changing all of your priorities to an escalation time of 'none', and then you'd have to write a custom ticket rule to serve your purposes.

By all means, you should submit an enhancement request to KACE support to add the ability to modify these built-in email notification settings.
Posted by: Jiddle 14 years ago
Orange Senior Belt
0
Thanks, I'll do it...
Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ