I am trying to set up our service desk wherby if we put a ricket status ”On Hold - Waiting end user” it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically.
Chaser emails to end users
Userlevel 7
+13
Hello,
You need to use the Supervisor Rules.
To set up a third strike sequence you need to use a ticket custom field, a checkbox or drop down field in the in condition.
//Daniel
indeed 3 supervisor rules will do the trick
here is an example of our first trigger
this is linked to a workflow that sends coms to the end user in there language and resolves it after no reply from the last strike rule
example of the workflow (scheduled linked to this)
Userlevel 7
+13
That is a nice combo
Hello,
You need to use the Supervisor Rules.
To set up a third strike sequence you need to use a ticket custom field, a checkbox or drop down field in the in condition.
//Daniel
Hi Daniel, Afraid we tried that and it sends an email every hour…. despite using the hours since etc
example of the workflow (scheduled linked to this)
We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't get this to work at all.
example of the workflow (scheduled linked to this)
We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't get this to work at all.
Sorry late reply,
you need to create a field in the ticket from
then with the sheguald workflow, you make the system jump from on strike to another, after the last strike is given, the ticket can be resolved
so ticket is set in a status, Supervisor Rules checks that status and runs, setting field to firts strike, a second Supervisor Rule checks after a period, setting field to 2end strike, a 3de Supervisor Rule sets the field to final strike and the workflow for mailing kicks in
Userlevel 7
+13
Hello,
You need to use the Supervisor Rules.
To set up a third strike sequence you need to use a ticket custom field, a checkbox or drop down field in the in condition.
//Daniel
Hi Daniel, Afraid we tried that and it sends an email every hour…. despite using the hours since etc
as
+1
So you have three supervisor rules set up for each strike, and a worflow for each, am I understanding that correctly?
+1
Follow up question, is this set up in the specific workspace or the Global settings?
Userlevel 7
+13
Follow up question, is this set up in the specific workspace or the Global settings?
You don’t need a workflow but yes, you need 3/4 rules.
Each rule change a dropdown field or check box saying it has sent out a e-mail.
Hours is how long you like to wait and if you want wait for 4th rule it’s up to you.
If you don’t have the dropdown every rule will continue run every 30 min.
Strike = dropdown field
rule1
Pending since hours 24
Strike = not set
Action
Send out e-mail
Set Strike to 1
rule2
Pending since hours 48
Strike = 1
Action
Send out e-mail
Set Strike to 2
rule3
Pending since hours 72
Strike = 2
Action
Send out e-mail
Set Strike to 3
Rule4
Pending since hours 96
Strike = 3
Resolve ticket
Tag Resolved 3rd strike
+1
Follow up question, is this set up in the specific workspace or the Global settings?
You don’t need a workflow but yes, you need 3/4 rules.
Each rule change a dropdown field or check box saying it has sent out a e-mail.
Hours is how long you like to wait and if you want wait for 4th rule it’s up to you.
If you don’t have the dropdown every rule will continue run every 30 min.
Strike = dropdown field
rule1
Pending since hours 24
Strike = not set
Action
Send out e-mail
Set Strike to 1
rule2
Pending since hours 48
Strike = 1
Action
Send out e-mail
Set Strike to 2
rule3
Pending since hours 72
Strike = 2
Action
Send out e-mail
Set Strike to 3
Rule4
Pending since hours 96
Strike = 3
Resolve ticket
Tag Resolved 3rd strike
Does this keep the rule from running more than once, or just a check that it did run before ticket is closed?
Userlevel 7
+13
Follow up question, is this set up in the specific workspace or the Global settings?
You don’t need a workflow but yes, you need 3/4 rules.
Each rule change a dropdown field or check box saying it has sent out a e-mail.
Hours is how long you like to wait and if you want wait for 4th rule it’s up to you.
If you don’t have the dropdown every rule will continue run every 30 min.
Strike = dropdown field
rule1
Pending since hours 24
Strike = not set
Action
Send out e-mail
Set Strike to 1
rule2
Pending since hours 48
Strike = 1
Action
Send out e-mail
Set Strike to 2
rule3
Pending since hours 72
Strike = 2
Action
Send out e-mail
Set Strike to 3
Rule4
Pending since hours 96
Strike = 3
Resolve ticket
Tag Resolved 3rd strike
Does this keep the rule from running more than once, or just a check that it did run before ticket is closed?
It prevents the rule to run again.
Userlevel 7
+13
Hi aaron_ihg!
Welcome to the forums,
This is a great idea for streamlining the service desk process! Automating follow-up emails and closing tickets after a certain period ensures that issues are resolved in a timely manner and keeps the workflow efficient. Looking forward to seeing this feature implemented!
It’s there already, things like this you need to build your self. If you add it as a idea maybe it’s added a native function.
Userlevel 7
+13
Follow up question, is this set up in the specific workspace or the Global settings?
I would set it up in global, less work to maintain.
Reply
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