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ghhelpdesk
Engaged Sweeper

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?

1 ACCEPTED SOLUTION
GoodLuck123456
Engaged Sweeper III

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

 

View solution in original post

3 REPLIES 3
ghhelpdesk
Engaged Sweeper

Thanks!

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' 

GoodLuck123456
Engaged Sweeper III

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