Recurring Notification for Unassigned Tickets

Kevin_Goodwin

I'm wondering if anyone here has a solution for a recurring notification. I have support groups that tend to let their tickets sit unassigned for long periods of time, and I am tired of emailing them with reminders. Instead I would like the system to do this for me. I went to create a template and subscription but I couldn't find the exact option I needed out of the box.

Justin_Workman

Next to Incident in the Related Classes pane in Additional Criteria, you can expand it to pick Assigned To.

Justin_Workman

@Kevin_Goodwin - You should be able to create a recurring subscription in Subscriptions by using this:

And a criteria like this:

I hope this helps!

Kevin_Goodwin

Hi Justin,

Yup, I know I have that setup and I have toyed around with it, but I cannot find the option I need in there. I want to have the notification trigger when the "Assigned to" field is Null. I have seen a couple examples used where they take the "First assigned to" field and then due XML changes to add a "isNull" option since that doesn't come out of the box, but with how a ticket may possibly be transferred from one person to another group here, I really need to have it trigger off of the "Assigned to" field. And sadly, I am not very handy with XML customizations, otherwise this would probably be really easy.

Justin_Workman

Does it not work with having username is empty?  It's been a while since I've done a manual subscription like that, but I thought that would work.

Kevin_Goodwin

I don't see the field option for "Assigned to" in the options for the subscription. It's been a while since I have done one too, but I seem to remember having a hard time telling them to watch either the Affected User or Assigned to Fields as criteria. I have drilled through the list looking for an option, but have been unable to find one.

Justin_Workman

Next to Incident in the Related Classes pane in Additional Criteria, you can expand it to pick Assigned To.

Kevin_Goodwin

Somehow I didn't think that would work, as I thought it needed to be the exact field name, but it worked. I knew it had to be easy.

Thanks Justin!

Kevin_Goodwin

So I have another questions that sort of continues this line of thought. I have the subscription setup now, but I need to suppress the first notification. I was thinking of using a relative created date criteria, but I don't know how to tell it to say, "Don't send this notification until after XX time has gone by"

Any ideas on that?

Kevin_Goodwin

I tried playing around with relative dates on "Last Modified" but couldn't get anything to do the trick. It seems so simple to do, yet the correct setup is eluding me.

Bryant_Richards

Instead of last modified, try setting it to fire from the created date instead of updated

Peter_Miklian

I'm using Windows Scheduled Tasks starting PowerShell (+SMlets) scripts for such notifications about tickets not assigned/not modified for a long time.

In PS you can better specify your required conditions and you don't need to use SCSM Notifications at all.