Notification ticket in pending after 1 week

[vasy_ciuban]

Hi everyone, experts.

I have a question for you
I'm new to using Lansweeper's ticketing system.

I was wondering if there is the possibility to notify after a week from the creation of a new ticket to the team / agent that there is an ticket open or in progress state.

It often happens that the agents forget about the open or in progress tickets and I would like to notify them that there is a ticket open after a week.

How can I do this?

[Esben_D]

Not easily. There are some workarounds.

What most do is create a ticket filter based on either follow-up (which you can set manually) or SLA. That way it is easier for agents to find tickets that have reacher their follow-up date or have surpassed their SLA time.

Alternatively, you could use a report alert to send an overview of all the tickets that have surpassed their SLA time to a manager. That way the manager has an overview of who has which tickets that still needs a response. You can tweak the report to have whatever condition you want so it doesn't have to be based on SLA even.

[vasy_ciuban]

No one who knows how I can do it?