1 Reply Latest reply on Apr 25, 2019 6:39 AM by Sharvan Singh

    Incident Counter Reminder

    Mohaned Eltyeb
      Share:|

      Hi everyone,

      I'm using Remedy 9.1, and I want to create a reminder for the assignee in order to notify them about the assigned ticket when the number of assigned ticket exceed 10.

        • 1. Re: Incident Counter Reminder
          Sharvan Singh

          Approach 1 : If you want to do this only once when a ticket is assigned the do below

           

          You can create 2 filters on Modify

           

          First Filter :  run if 'Assignee'!='DB.Assignee'

           

          check the count for existing open tickets where 'Assignee'=$Assignee$. there are couple of ways to do this you can use

                         a) SQL query (select Count(*) from HPD_Help_Desk where Assignee='$Assignee$' AND Status < 4) in set field and store result to a temp field

                          b) Set Field Server option, select form HPD:Help Desk, Run if: 'Assignee=$Assignee$ AND 'Status'<'Resolved', and then use LASTCOUNT keyword                   to store count in temp field

           

          Second filter with execution order above then first filter : run if 'Assignee'!='DB.Assignee' AND 'temp'>10

           

                    Send an email

           

          Approach 2 : If you want to check this on intervals then can go with escalations