I recently upgraded to version 5.3.75925, which includes an item in the release notes saying ‘Monitor for Ticket “Inactive > X days” should not be monitoring tickets w/closed status - fixed’.
I created an alert for ‘Ticket Unassigned >3 days’, and today I received an alert for an unassigned ticket even though the ticket is closed.
The ticket in question was ‘closed as a duplicate’.
My guess is that the fix applied for ‘inactive > x days’ needs to be applied to ‘unassigned > x days’.
2 Spice ups
wingram
(Jer2911)
2
You’re describing the expected behavior of both monitors. An inactive ticket should not trigger an alert if it’s closed, but an unassigned ticket will trigger an alert even if it’s closed.
The link below is to a very popular Feature Request that suggests making notifications more flexible. Spice it up to help it be incorporated into a future update.
http://community.spiceworks.com/feature_request/show/Help%20Desk/42
