Here’s the scenario: we have a provisioning category/issue for contractors and other temporary staff, and one of the custom fields is “When is this person’s last day?” What are some possible ways to automagically create a follow-up ticket to de-provision services/equipment (or verify whether that person is still around)? Is there a way to setup a rule along the lines of …. 1) if the end-date is provided, create a ticket on or about that date for following and 2) if the end-date is not provided (it’s an optional date field), do …. I’m not sure what. Any ideas/experiences?
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Create a follow-up ticket based on custom field of initial ticket?
Best answer by TAnders
Update: I put in a ticket about my rule to the IIQ Admins and we figured out why the rule was not working.
So currently, creating a ticket from the rule is not possible, but you can set up a rule to email a specific user or assigned agent, based on a set date custom field and a date range.
The way my rule is set up now is under Tickets > On A Schedule. Filters > Schedule Daily at 7:00am. Additional Filter > the custom field I set up for the date > moving date > today.
Actions > Send email alert to user > Assigned Agent, then I filled in the email content I wanted to.
When setting this up you need to make sure you assign a Schedule for the “On A Schedule" to run from, otherwise the rule will not process, that was where my initial attempt failed. If you do not specify a ticket status, it will fire no matter if it is submitted/in progress/on hold/resolved, I tested it while the ticket was in progress and even after it resolved and it worked on both. I’m planning to start using this for transfer requests or temporary access requests that I resolve sometimes months before the access needs to be revoked, then I won’t have to rely on a Google Sheet that I might forget to check every day.
+15I don’t see an option currently to create a new ticket, but you can set up a rule that fires off to send an email alert to the assigned agent. I just tested one for my own needs after seeing your question and I’ll implement this as reminders for myself.
I created a rule for ticketing > “On a schedule”. Under filters I selected my custom field (HAS to be a “Date” type or it won’t work), and selected “Moving Date Ranges”, then Selected “Today”. My rule simulator says the rule matched on the ticket that I had entered before to test. That might be your best bet until they add “Create Ticket” as an option under that sections rules.
I’m going to change my date entered to tomorrow to see if/when the system fires off the alert, I am guessing that would come out in the nightly sync. I’ll let you know tomorrow.
+15Got no email this morning, so the rule may be “working” in the simulator, but nothing came to my inbox today. Could be a bug. I’ll report it to the tech staff to see what they say.
+15Update: I put in a ticket about my rule to the IIQ Admins and we figured out why the rule was not working.
So currently, creating a ticket from the rule is not possible, but you can set up a rule to email a specific user or assigned agent, based on a set date custom field and a date range.
The way my rule is set up now is under Tickets > On A Schedule. Filters > Schedule Daily at 7:00am. Additional Filter > the custom field I set up for the date > moving date > today.
Actions > Send email alert to user > Assigned Agent, then I filled in the email content I wanted to.
When setting this up you need to make sure you assign a Schedule for the “On A Schedule" to run from, otherwise the rule will not process, that was where my initial attempt failed. If you do not specify a ticket status, it will fire no matter if it is submitted/in progress/on hold/resolved, I tested it while the ticket was in progress and even after it resolved and it worked on both. I’m planning to start using this for transfer requests or temporary access requests that I resolve sometimes months before the access needs to be revoked, then I won’t have to rely on a Google Sheet that I might forget to check every day.
+17
Thank you for your input and all the testing you did. 😁
Thanks -- I’m going to flag this to investigate further once we get school closed in a couple of weeks :-)
+16Thank you,
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