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Action rules to apply on a timely base, not ticket base

Hi all,

I am new to WebHelpDesk and I'm wondering whether it's possible to have an action rule made upon a timely basis.

I.e. I'd like to have an action rule that sends out an e-mail message when a ticket gets in its last 12 hours before it's due to be resolved.

The only action I could find was that it only fires at ticket change (whether by the Tech or the owner or both).

But when a ticket isn't changed for the last 24 hours, the e-mail message will never be send.

Hope anyone can help me out here!

Thanks in advance.

Regards,

Denniss

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Accepted answers

dennis.straathof

It can be achieved using the similar way as discussed here:

Usage of alerts does the job!

All comments

jpike

Hi Dennis,

Under processes, Action Rule, New Rule, Criteria see if the following settings are what you're looking to accomplish.

Tickets matching ALL of these conditions:

Date > Due > within the next > 12 > Business Hr(s).

Actions

Send E-Mail.

Please let me know if I can help any further. Good luck!

dennis.straathof

Hi jpike,

I've found that option, the only thing is that you have to set the "Rule Triggering". The Evaluate criteria is only available for "updating" a ticket (by Tech, client, or any update).

I basically need an option: "time trigger" (or anything like it).

Any help appreciated.

Regards,

Dennis

dennis.straathof

It can be achieved using the similar way as discussed here:

Usage of alerts does the job!