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Systems Management Question


How can I Send an automated messages when a help ticket has no activity

02/10/2015 1639 views
I am pretty new at using the helpdesk part of the Kbox1000 and i was wondering if there was a way to Setup the Help Desk tickets to send a automated message when a Ticket has had no activity, i cant seem to figure it out.  If someone could show me how to do it if its possible i would greatly appricate it.

Thanks,
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This query will find tickets that have not been changed in the past four hours:
SELECT T.ID, T.TITLE, T.CREATED, LAST_CHANGE.TIMESTAMP, LAST_CHANGE.DESCRIPTION, T.TIME_CLOSED
FROM ORG1.HD_TICKET T
JOIN HD_TICKET_CHANGE LAST_CHANGE ON LAST_CHANGE.HD_TICKET_ID = T.ID
 and LAST_CHANGE.ID=(select MAX(ID) from HD_TICKET_CHANGE where HD_TICKET_CHANGE.HD_TICKET_ID = T.ID)
left join HD_STATUS on HD_STATUS_ID = HD_STATUS.ID
WHERE 
HD_STATUS.STATE = 'opened'
and LAST_CHANGE.TIMESTAMP < NOW() - INTERVAL 4 HOUR

You can create a report using this query and schedule the report to run on a regular basis. You can adjust the interval to something like a day and then schedule it to run every morning to report on tickets that weren't updated during the previous day.
Answered 02/11/2015 by: chucksteel
Red Belt

  • Thanks for the quick reply, where would i put in that Query for the Help Desk module?
    • This wouldn't be setup as a ticket rule but a report. In the reporting section you can make a new SQL report and then schedule that report to run on a regular basis.
      • ah duh. Cool ill will give that a shot! Thanks

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