KACE Product Support

Hello Nooruddin;

Additional level of escalation can be defined using Help Desk ticket rules.

As requirement is always different for different Users, an example is shown here to demonstrate the SQL expression syntax required.

In this example, a ticket rule is created for tickets created more than 5 hours ago, has “High” priority and status is not “Closed”.

Go to Help Desk/Configuration tab, click on the help desk queue required, and “Ticket Rule: [Customised]”.in “Choose Action” drop down box, select “Add Ticket Rule”. Fill up the ticket rule as in example below. You may also select other values as required.

Status : doest not contain : Closed
AND Priority: Contains : High
AND Created: < : DATE_ADD(CURRENT_TIMESTAMP(), INTERVAL -5 HOUR)


The Next step will prompt to choose values to change. Put some dummy values as these will be removed at next step.

Uncheck “Run an update query….” and check “Send query results to someone”. Key in email account of the person to whom the ticket must be escalated to in your case it would be Email 'Zuheir@yourdomain.com. Select the run frequency.

The SQL select statement must be modified, as the wizard adds two single quotes to the SQL expression for time computation. The 2 single quote causes the time be treated as character string, rendering arithmetic comparison invalid. Required action is to remove the two single quotes.

The final query would be something like below

select HD_TICKET.*, DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED, DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
STATE,
U1.USER_NAME as OWNER_NAME,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL
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
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 (((( HD_STATUS.NAME not like '%Closed%') AND HD_PRIORITY.NAME like '%High%') AND HD_TICKET.CREATED < DATE_ADD(CURRENT_TIMESTAMP(), INTERVAL -5 HOUR)) and HD_TICKET.HD_QUEUE_ID = 1 )

Save the ticket rule, Please note this is 2nd Level Esclation, You may put your Email in the Normal Esclation Process i.e. CC list

Let me know if you need further clarification.

Regards,

I created a similar multi-level escalation and notification system; thanks afzal

Thanks dear Afzal,

I will try this if there is any issue I will probably let you know, this will help me solve my problem,

its done, thansk very much Afzal, its working perfect now,