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Nightly Email Blast: "Help Ticket Awaiting Resolution"

  • 8 December 2022
  • 2 replies
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The way our IIQ is set up, each agent receives an email every night for each ticket that has been open for a while and is awaiting resolution. So, last night I received 17 email notifications at 12:25AM with the subject line “Attention: Help Ticket Awaiting Resolution.”

I can’t find anything in the administration settings to change this notification setting. Can someone tell me where I could find this?

 

Thanks!

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Best answer by Scott-CCS 8 December 2022, 22:15

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This sounds like a rule set up in your districts rules engine that fires on when stale.

Check here

 

That was it, thank you very much! 

 

Scott

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