/build/static/layout/Breadcrumb_cap_w.png

How do you create a custom rule to send an email for an unassigned ticket?

This might be in another question but I couldn't find it. Is there a way to create a custom ticket rule to email a supervisor for a ticket that has been unassigned for say 3 days or so?

1 Comment   [ + ] Show comment
  • Yes, this is possible. I'm away from the office today but I'll try to post tomorrow. - chucksteel 8 years ago

Answers (1)

Answer Summary:
Posted by: chucksteel 8 years ago
Red Belt
0

Top Answer

This query will find tickets that are open and unassigned that were created over three days ago:
SELECT "user@email.com" AS NOTIFY, HD_TICKET.* FROM ORG1.HD_TICKET
WHERE OWNER_ID = 0
and TIME_CLOSED = "0000-00-00 00:00:00"
and TIME_OPENED > '3 days';
Change the user@email.com to the user that you would like to notify. You can create a new rule that uses this SQL query. Check the box to Email each recipient in query results and then specify NOTIFY as the Column containing email addresses. You can use the ticket columns as variables in the message, e.g. $title, $summary, etc.

This query does not join to any tables so if you want to include submitter names and such it will have to be modified.


Comments:
  • awesome...thank you. I'll give it try next week. - mjreccoppa 8 years ago

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