how do a create a script for to for a critical Service desk request
i s there a way to create a script that when a service desk ticket is created end marked as critical. that a email is sent out every 5 minutes until tech response to it?
Answers (2)
I believe what you are looking for is the "Ticket Rules" feature of the SMA product.
Ticket rules are powerful and dangerous at the same time.
Please read the following knowledge base article before attempting to create a ticket rule.
https://support.quest.com/kb/4289819/precautions-for-creating-ticket-rules
The following ticket rule could be modified to meet your needs.
https://support.quest.com/kb/4277106/how-to-notify-any-user-or-group-by-email-when-a-new-ticket-is-created
Just be aware that the minimum time amount you can run as a schedule for a ticket rule is 15 mins, so as such your request is not actually possible.
But ticket rules are what you need.
