Send notification to ticket owner to tell to close their ticket

[dsmteam]

Hello,

I want to create a notification for ticket owner to warn him there was no activity for X days.

I try to use element of the " generic agent job management " but it doesn't work.
I try to find solution on internet and the forum.

How can i find a way to do this.

Thanks.

[lis9]

Hello!

Try this:
1) create DF type text and name it for instance MyNotificationSelector
2) create Generic Agent job which runs every hour (or minute, or any other interval) which select every ticket in queue you wish, and sets DF MyNotificationSelector to value "Selected"
3) create notification which triggers on event TicketDynamicFieldUpdate_MyNotificationSelector and filters only tickets with "Selected" value in MyNotificationSelector DF, which sends the notification to agents

4) you can also create other GenericAgent job for f.i.: closing selected tickets with automatic note after next few days, or other option: sets another value to DF which triggers another notification.

Daniel Lisiecki

[dsmteam]

Hello Daniel,

Thank you for the quick response.

I will try this way.


Thanks.

[dsmteam]

Hello,

I tried but it doesn't work.

I used GenericAgent, Dynamic Filed and Ticket Notification.

I added screenshot for Generic Agent part below.

Thanks.

[dsmteam]

Hello,

I added the screenshot for the Dynamic field and ticket notification.

Thanks.

[lis9]

Everything looks fine except two things: In generic agent MyNotoficationSelector = Selected should be used in section ADD/Modify TICKET parameters, NOT in select ticket filter. This agent simply should CHANGE/SET DynamicField value, not use it as ticket filter! On the other hand in notifications dialog, use select filter parameters and look for Selected value of MyNotificationSelector in there. Let me explain, the idea is: when GenericAgent calls an event when it changes ticket's dynamicfield, the notification catches the event, looks for specific dynamic field value in its filter, end sends notifications. The trick is necessary because in notifications you just can't filter tickets by times and dates.

Daniel Lisiecki

[dsmteam]

Hello Daniel,

Thank you for your response and your time.

i did some change on my generic Agent.

And when i run manually the job, there is tickets affected.

But the notification by mail doesn't work.

I added screenshot for Generic Agent part below and the result of the manually running.

Tell me if you have the need to see other parameter.

Thanks.

[dsmteam]

Hello,

I added the screenshot for ticket notification.

Thanks.