How to send an email in special cases?

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crythias
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How to send an email in special cases?

Post by crythias »

You have:
A ticket that's been "new" for over an hour.
An SLA that's nearing (or over).
A ticket that hasn't been touched in a while.

It's all the same. Most of the time, you'll have the events already available. But if you don't, simply run a Generic Agent testing for the event, then change *something* (maybe a State, maybe a Priority) in Generic Agent. Create some special States if you want:
"new over an hour" "hey, look at me" "10 minutes past due" "1 hour past due" "someone's going to get into trouble if we don't take care of this"
Then set Generic Agent to test for whatever criteria (state="new" and create time more than 1 hour ago) every 10 minutes (you would have to select ALL the "minute" entries 10,20,30,40,50,00).
Then set the new state.

In Notification (Event), send a message based upon state change (For Instance).
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