1

We get notifications when tickets are unassigned for a pre-determined amount of time, 24 hours I think is the default, but it also pulls and alerts us of tickets that are closed and unassigned. Is this a coding issue, or is there a setting to tweak this?

It almost seems like its missing a line in the coding parameters to select tickets, like an AND statement:

where assigned equals null and status does not equal closed.

2 Spice ups
2

the emails for when an unassigned ticket gets closed you get because of your HelpDesk notification settings

SETTINGS>HELPDESK SETTINGS> under UNASSIGNED TICKETS uncheck “Ticket is Closed”

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3

the unassigned alert notification can be changed from SETTINGS > MONITORS & ALERTS > You can uncheck the Email checkbox so that you still get an alert created in SW but it won’t bother all Admin’s with an Email about it!

Or you can of course change the time it takes for an unassigned ticket to be alerted on (ours is set to 1 hour with Email off)

4

We do want to get notified of un-assigned tickets, but its notifying us even if the ticket is closed.

i.e. - user submits ticket. resolves issue on their own, closes out ticket before it is accepted/assigned.

We get an e-mail the next day about an unassigned ticket.

Would that setting tweak fix this?

5

well it sounds more like something you should keep enabled…

first of all, like I stated before, you must uncheck the settings in the HelpDesk Settings> to not email all admins of unassigned tickets

if you already have that setup as you need

then you’re other issue is with the alerts-

you must go to SETTINGS> Monitors & Alerts -

and for the Ticket - Unassigned > 1 day (or whatever yours is set to) un-check the EMAIL notificaton box. This way it will only create an alert within the application.

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