Help Desk Rules Help [SOLVED]
I am looking to see if anyone has a rule or similar to what I need.
We have a help desk queue setup for our project management team, which is coming from Outlook tasks. They liked the use of being able to set reminders as to when a job is close to being completed or when it is due/over due. They will be entering projects into their queue. The expire date will be their due date. I would like to have the helpdesk send out an email before the ticket is set to expire. This would work like an Outlook reminder. When a ticket will expire in 30 minutes, the rule would send out an email to the ticket owner alerting them that the ticket is due in 30 minutes.
In addition, has anyone setup a rule that requires users to place information in the survey comment field? We have some individuals who like to give very low ratings without explaining the reason. This is due to their attitude for the most part. I want to make it mandatory for a user to have to place a comment in the survey field if they are going to rate the ticket. I want to know why the rating is low. This will help rule out if the tech is not doing his job or if the person just has an attitude with the tech.
If you need further explanation, just let me know. I hope to start getting more familiar with SQL so that I can start writing some rules myself. I still have a long why before that happens though. Thanks in advance!!!
We have a help desk queue setup for our project management team, which is coming from Outlook tasks. They liked the use of being able to set reminders as to when a job is close to being completed or when it is due/over due. They will be entering projects into their queue. The expire date will be their due date. I would like to have the helpdesk send out an email before the ticket is set to expire. This would work like an Outlook reminder. When a ticket will expire in 30 minutes, the rule would send out an email to the ticket owner alerting them that the ticket is due in 30 minutes.
In addition, has anyone setup a rule that requires users to place information in the survey comment field? We have some individuals who like to give very low ratings without explaining the reason. This is due to their attitude for the most part. I want to make it mandatory for a user to have to place a comment in the survey field if they are going to rate the ticket. I want to know why the rating is low. This will help rule out if the tech is not doing his job or if the person just has an attitude with the tech.
If you need further explanation, just let me know. I hope to start getting more familiar with SQL so that I can start writing some rules myself. I still have a long why before that happens though. Thanks in advance!!!
2 Comments
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Please repost the ticket rule - mklotz 9 years ago
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Please repost the ticket rule - nicola88 9 years ago
Answers (18)
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Posted by:
airwolf
14 years ago
We moved from Outlook tasks to the KBOX as well, and I'm going to be adding a custom field to send out reminders. The problem is the due date field doesn't specify a time of day, so they are basically all due at midnight. The custom field will require users to enter a date and time in a specific format (i.e. MM/DD/YYYY HH:MM:SS). The rule will run every hour and detect tickets where the date in the field is less than an hour away. At this point, it will send an email to the ticket owner's email address. You can't set it up to run every 30 minutes, so your notification options are: 15 minutes, hourly, or daily.
I'll get everything setup and post the SQL code here, but there will be a few areas you may have to tweak based on your KBOX database (i.e. help desk queue ID numbers will vary between systems).
As for requiring comments when a survey is submitted - this isn't directly possible. You could, however, detect when a survey is submitted without comments, remove the rating, and email a message to the submitter explaining that the survey was rejected because comments are required when a rating is below 5.
I'll get everything setup and post the SQL code here, but there will be a few areas you may have to tweak based on your KBOX database (i.e. help desk queue ID numbers will vary between systems).
As for requiring comments when a survey is submitted - this isn't directly possible. You could, however, detect when a survey is submitted without comments, remove the rating, and email a message to the submitter explaining that the survey was rejected because comments are required when a rating is below 5.
Posted by:
mjsilva
12 years ago
I tried to go to the link for the ticket rule but it tells me the page is unavailable. Anyway this can be reposted in here or is there a better answer to it yet?
Posted by:
ustacp
14 years ago
It’s nice to see someone else merging over from Outlook tasks. Sounds like you have the same issue as me. I hope they actually add something like this in, in the future releases. We have one help desk and three other queues used for other purposes. It would be nice to have more features for such queues. The survey rule you mentioned actually does not sound too bad. That is pretty much like what I am looking for. It is not exact but will do the same thing in the end that I need it to do. It might even work better than the way I wanted it. Did you happen to attend the new KBox Beta Demo today?
Posted by:
airwolf
14 years ago
Yeah, I am participating in the beta. I'll hopefully have some stuff posted for you tomorrow concerning your two requests.
Posted by:
ustacp
14 years ago
Ok, I really appreciate it. I am also participating in the beta. There are some nice new features coming. Are you placing the beta on your production KBox or a test KBox? By the way it sounded, they want it loaded on the production KBox.
Posted by:
airwolf
14 years ago
I'm running mine on a VM - we have backup VMs for our environment. I would never get approval to run a beta in production. I wouldn't discuss much more about the beta on the forums - it seems like they don't want to draw attention to it (and you wouldn't want to say something you're not supposed to).
Posted by:
ustacp
14 years ago
Oh yeah, I'm not!! I was just curious about production or not. Have you ever come up with a way to truly make selecting categories mandatory? I know you can enable it to be required but there is always something listed in the category; therefore, the required option sort of does not matter. I am trying to figure out a way to make a user select a first category and a second category if there is one. 3/4ths of our user never select a category no matter how many times we tell them to. They just leave it as the first option the displays.
I want to make them have to choose a first category, and then if there is a second category, I want to make them have to choose a second category from the list. I figure the names would have to be tied together or something. Like if they choose software issues as the first category and then they would have to choose outlook issues, word issues, excel issues and such. You would think somehow upon submitting a ticket, it would check the database against the ticket to see if something from the first category was chosen and then check the database to see if whatever was chosen matches the second list that is tied to the first list. I am not sure if that is even possible but it would be great if it were. It at least sounds good in my head. I must say, that SQL documentation is huge! I am sure I should be able to learn “at least†a little bit from it.
I want to make them have to choose a first category, and then if there is a second category, I want to make them have to choose a second category from the list. I figure the names would have to be tied together or something. Like if they choose software issues as the first category and then they would have to choose outlook issues, word issues, excel issues and such. You would think somehow upon submitting a ticket, it would check the database against the ticket to see if something from the first category was chosen and then check the database to see if whatever was chosen matches the second list that is tied to the first list. I am not sure if that is even possible but it would be great if it were. It at least sounds good in my head. I must say, that SQL documentation is huge! I am sure I should be able to learn “at least†a little bit from it.
Posted by:
airwolf
14 years ago
You can force selection of a category and sub-category by using an "on ticket save" rule. Unfortunately, this will still allow ticket creation. However, you can act on an improperly selected category by throwing an error in the comments and sending an email to the submitter stating that the ticket cannot be worked until a category is properly selected. You can eliminate the default category by adding a blank category to the beginning of your list.
Posted by:
ustacp
14 years ago
Oh, ok. That is pretty much doing the same thing as we already do but automated. It would be nice to actually deny the ticket completion until the right categories were selected.
Posted by:
airwolf
14 years ago
There is no way to automatically detect if the "right categories" have been selected for an issue - this is a human variable. You can specify that a category must be selected, and you can even specify that a category with subcategories must have a subcategory chosen. However, this can only be done with the method I've suggested - which allows ticket creation but automates the remediation process by sending an email to the submitter telling them to fix the ticket.
Posted by:
airwolf
14 years ago
I've completed the creation of two rules from scratch that work together to validate and carry out reminder emails. I'll be posting my work in a separate thread to make it easier to find if someone searches the forums. I should have it posted today or tomorrow.
Posted by:
ustacp
14 years ago
OK, sounds good. Thanks a lot!! I hope I can get some idea of how these rules are actually written by looking over them. This usually helps me learn how to do such things.
Posted by:
JesseLara
14 years ago
This would be awesome! I am also looking for a ticket rule that would email ticket owners that the ticket is either about to hit the due date or the due date has been hit. I can't wait to try it out! Thanks Andy!
Jesse
Jesse
Posted by:
RichB
14 years ago
ORIGINAL: airwolf
... Unfortunately, this will still allow ticket creation.
Rules could be written on the ticket creation event.
You can eliminate the default category by adding a blank category to the beginning of your list.
Good idea.
Posted by:
ustacp
14 years ago
ORIGINAL: JesseLara
Any update on when this ticket rule might be available?
Thanks!
It is available now. Airwolf created it and posted it the other day in the forum. http://itninja.com/question/faulttree-107909 . Be sure NOT to check "run now" as this will run on all your old tickets and send out multiple emails that do not match the rule.
Comments:
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Link does not work. Please advise. - hutcha4113 9 years ago
Rating comments in this legacy AppDeploy message board thread won't reorder them,so that the conversation will remain readable.