06-14-2023 12:30 AM
Does anyone know of a way to send out "ticket update" reminders? For example, a ticket in a status of "on hold" is it possible to send an alert to the agent that owns it if it isn't updated within say 24 hours?
Solved! Go to Solution.
06-14-2023 10:23 AM - edited 06-14-2023 10:29 AM
We created a report that is open tickets with no updates in a week that we schedule to run / email us every Monday (configuration > E-mail alerts).
edit - might have helped if I'd have included the report! I'm no SQL coder by any stretch so this could probably be a bit tidier 🙂
Select Top 1000000 '#' + Cast(htblticket.ticketid As nvarchar) As Ticket,
htblticket.date As CreationDate,
htblticket.updated As LastUpdated,
htbltickettypes.typename As Type,
htblticketstates.statename As State,
htblpriorities.name As Priority,
htblusers.name As [User],
'../helpdesk/icons/' + htbltickettypes.icon As icon,
htblticket.subject As Subject
From htblticket
Inner Join htblpriorities On htblpriorities.priority = htblticket.priority
Inner Join htblticketstates On htblticketstates.ticketstateid =
htblticket.ticketstateid
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Inner Join htbltickettypes On htblticket.tickettypeid =
htbltickettypes.tickettypeid
Inner Join htblsource On htblticket.sourceid = htblsource.sourceid
Inner Join htblusers htblusers2 On htblticket.userid_lastnote =
htblusers2.userid,
htblusers htblusers1
Where htbltickettypes.typename <> '#### EXCLUDED TICKET TYPES ####' And htblticketstates.statename <>
'Closed' And (htblticket.updated) < GetDate() - 7 And htblticket.spam <>
'True'
Order By LastUpdated
06-14-2023 03:48 PM
Thanks!
06-14-2023 05:43 PM
Thank you for sharing your solution with the rest of the community @GoodLuck123456
@ghhelpdesk if this is the answer to your question please 'accept as solution'
06-14-2023 10:23 AM - edited 06-14-2023 10:29 AM
We created a report that is open tickets with no updates in a week that we schedule to run / email us every Monday (configuration > E-mail alerts).
edit - might have helped if I'd have included the report! I'm no SQL coder by any stretch so this could probably be a bit tidier 🙂
Select Top 1000000 '#' + Cast(htblticket.ticketid As nvarchar) As Ticket,
htblticket.date As CreationDate,
htblticket.updated As LastUpdated,
htbltickettypes.typename As Type,
htblticketstates.statename As State,
htblpriorities.name As Priority,
htblusers.name As [User],
'../helpdesk/icons/' + htbltickettypes.icon As icon,
htblticket.subject As Subject
From htblticket
Inner Join htblpriorities On htblpriorities.priority = htblticket.priority
Inner Join htblticketstates On htblticketstates.ticketstateid =
htblticket.ticketstateid
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Inner Join htbltickettypes On htblticket.tickettypeid =
htbltickettypes.tickettypeid
Inner Join htblsource On htblticket.sourceid = htblsource.sourceid
Inner Join htblusers htblusers2 On htblticket.userid_lastnote =
htblusers2.userid,
htblusers htblusers1
Where htbltickettypes.typename <> '#### EXCLUDED TICKET TYPES ####' And htblticketstates.statename <>
'Closed' And (htblticket.updated) < GetDate() - 7 And htblticket.spam <>
'True'
Order By LastUpdated
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