I tried to create a rule that will email a team one year after a staff member leaves so they remember to go back and delete the account. I added a custom field to my ticket template called “follow up date.” When the agent creates the offboarding ticket, they enter a date one year from that day in that field. Then I created a rule with the On a Schedule trigger to look every day at 7am and see if they find a ticket that is Resolved with a Follow Up Date of today and email the team. But I’ve done two test runs now, and I’m not getting the email. I’m guessing that I set up the rule incorrectly, but I have no idea how to fix it. Any help is greatly appreciated.
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Trying to create rule to remind staff to delete accounts one year after staff leave
Best answer by LWoods_iiQ
That Assigned Team box checked refers to the Team the ticket is assigned to. In order for the rule to run from the current configuration, the test ticket will need to be assigned to a team. In this case, the newly created team for those responsible for deleting accounts.
The rule could be updated to alert a specific team, in which case the ticket does NOT have to be assigned to that team.
In looking at the timeline of 10293, it doesn’t appear to ever have been assigned to a team. Resolving a ticket does not unassign the ticket from a team.
Let me know how your testing goes! Thanks!
+18
Can you provide a screenshot of your rule?
+10Hi
According to the Rule Log of your test ticket #10293, the rule is trying to email a team and there is no team associated with the ticket.
Try another test ticket assigned to a team and let me know if that works! Or if you prefer, update the rule to alert the user assigned to the ticket.
Thanks!
Interesting, thank you. I checked the box for assigned team but I actually have no clue if/how that works when the ticket has been resolved (and maybe the team removed). So in hindsight, probably not a wise choice.
I’ll create a new team of the agents who will delete the accounts and test it with that instead. Thank you!
+10
That Assigned Team box checked refers to the Team the ticket is assigned to. In order for the rule to run from the current configuration, the test ticket will need to be assigned to a team. In this case, the newly created team for those responsible for deleting accounts.
The rule could be updated to alert a specific team, in which case the ticket does NOT have to be assigned to that team.
In looking at the timeline of 10293, it doesn’t appear to ever have been assigned to a team. Resolving a ticket does not unassign the ticket from a team.
Let me know how your testing goes! Thanks!
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