Time based Actions

Hi All,

 

I Have a requirement were in the system should automatically assign a ticket to particular group when the ticket is not updated after some time.. In this scenario user is not performing any action its system update that should happen.

Any suggestions on how this requirement can be achieved

 

-DK

 

  • You can perform it using the combination of scheduler and Javascript.

    Assume u have to change the assignment group after 5 hrs of assignment (if not addressed).

    Run a scheduler which calls a javascript to perform all the checks and updates the assignment group.

  • Hi Naresh,

     

    Thanks for the reply.

     

    Can you please help me with the JS. I am not able to get it through

    -DK

  • I have modified one of my scripts, added below.

    You can code one such script suiting ur purpose.

     

    function rfoReminder()
    {
    var duNote = new SCFile("probsummary");
    var query = "is.rfo=true and problem.status=\"Open\""; // Add your query (Update Time = Null)
    var rc=duNote.doSelect(query);
    while(rc==RC_SUCCESS)
    {

    system.vars.$ttnum=duNote.number;
    system.vars.$bdesc=duNote.brief_description;
    system.vars.$assignment=duNote.assignment;
    system.vars.$opentime=duNote.open_time;
    system.vars.$priority=duNote.priority_code;


    duNote.assignment="Test Group";
    var rcchk = duNote.doUpdate();
    rc=duNote.getNext();
    }
    }

     

    Thanks,

    Naresh

    ____________________________________
    Click Kudo, if found post useful and mark it accepted if solves the issue.

  • I have modified one of my scripts, added below.

    You can code one such script suiting ur purpose.

     

    function rfoReminder()
    {
    var duNote = new SCFile("probsummary");
    var query = "is.rfo=true and problem.status=\"Open\""; // Add your query (Update Time = Null)
    var rc=duNote.doSelect(query);
    while(rc==RC_SUCCESS)
    {

    system.vars.$ttnum=duNote.number;
    system.vars.$bdesc=duNote.brief_description;
    system.vars.$assignment=duNote.assignment;
    system.vars.$opentime=duNote.open_time;
    system.vars.$priority=duNote.priority_code;


    duNote.assignment="Test Group";
    var rcchk = duNote.doUpdate();
    rc=duNote.getNext();
    }
    }

     

    Thanks,

    Naresh

    ____________________________________
    Click Kudo, if found post useful and mark it accepted if solves the issue.