This is an update to the Aging ticket rule. It will alert you on any ticket open more than 15 minutes.

ISSUE: You want to be alerted to tickets in queue that have been unassigned for longer than 15 minutes.

RESOLUTION: Apply the following ticket rule as follows.

Your ticket will be setup as follows;

Your SQL Select

****************************BEGIN SQL******************************

select HD_TICKET.*,
 HD_STATUS.NAME AS STATUS_NAME,
 date_format(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
 HD_STATUS.ORDINAL as STATUS_ORDINAL,
 HD_IMPACT.ORDINAL as IMPACT_ORDINAL,
 HD_CATEGORY.ORDINAL as CATEGORY_ORDINAL,
 HD_PRIORITY.ORDINAL as PRIORITY_NUMBER,
 STATE, 
 if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,
 if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED, 
 if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED, 
 if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED, 
 if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,
 if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED, 
 if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,
 if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,
 case upper(STATE) 
 when 'CLOSED' then unix_timestamp(HD_TICKET.TIME_CLOSED) - unix_timestamp(HD_TICKET.TIME_OPENED) 
 when 'OPENED' then unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.TIME_OPENED)
 else unix_timestamp(NOW()) - unix_timestamp(HD_TICKET.CREATED) end as AGE,
 if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME) as OWNER_NAME,
 U1.FULL_NAME as OWNER_FULLNAME,
 U1.EMAIL as OWNER_EMAIL,
 if (U1.ID is null, 'z', concat('a', if ((LENGTH(U1.FULL_NAME) = 0), U1.USER_NAME, U1.FULL_NAME))) as SORT_OWNER_NAME,
 if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME) as SUBMITTER_NAME,
 U2.FULL_NAME as SUBMITTER_FULLNAME,
 U2.EMAIL as SUBMITTER_EMAIL,
 if (U2.ID is null, 'z', concat('a', if ((LENGTH(U2.FULL_NAME) = 0), U2.USER_NAME, U2.FULL_NAME))) as SORT_SUBMITTER_NAME,
 if (U3.ID is null, 'z', concat('a', if ((LENGTH(U3.FULL_NAME) = 0), U3.USER_NAME, U3.FULL_NAME))) as SORT_APPROVER_NAME,
 if(APPROVAL='rejected', 'Rejected', if(APPROVAL='info', 'More Info Needed', if(APPROVAL='approved', 'Approved', if(APPROVER_ID>0, 'Pending', '')))) as APPROVAL_STATUS,
 Q.NAME as QUEUE_NAME,
 'Dornan@dellkace.local' as QUEUEADMIN 
 from (HD_TICKET, HD_PRIORITY, HD_STATUS, HD_IMPACT, HD_CATEGORY)
 LEFT JOIN USER U1 on U1.ID = HD_TICKET.OWNER_ID
 LEFT JOIN USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
 LEFT JOIN USER U3 on U3.ID = HD_TICKET.APPROVER_ID
 LEFT JOIN HD_QUEUE Q on Q.ID = HD_TICKET.HD_QUEUE_ID
 LEFT JOIN MACHINE M1 on M1.ID = HD_TICKET.MACHINE_ID
 where HD_PRIORITY.ID = HD_PRIORITY_ID
 and HD_STATUS.ID = HD_STATUS_ID
 and HD_IMPACT.ID = HD_IMPACT_ID
 and HD_CATEGORY.ID = HD_CATEGORY_ID
 and TIME_TO_SEC(TIMEDIFF(NOW(),HD_TICKET.CREATED)) > 900 
 and HD_TICKET.OWNER_ID = 0 
 and HD_STATUS.STATE != 'closed'
 and HD_TICKET.HD_QUEUE_ID = 1

************************************END SQL******************************

To change the TO address edit the following Line

 'Dornan@dellkace.local' as QUEUEADMIN