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Helpdesk Rules Problem

Created: 24 Sep 2012 | 1 comment

Hi helpdesk experts,

I'm a new Altiris helpdesk administrator. Our company wants to close all of 'Annual PC Audit' tickets.

I try to create an Incident Rules named 'Close All Audit Tickets' to set 'Status' to 'Closed' When All of these are True "Category" contains "Annual PC Audit" with Status: Active and Is termial: No . Looks doesn't work in target tickets.

I also inactive 'Audit Due Date' Incident Rule, looks it still display in target ticket. This is an example ticket below.

Any experts can help me out? Thanks.


Incident:  #99002 - Annual hands on audit for each ThinClient
Contact:  [none selected] 
Asset:  BK-TC-SCHEIPS ,  Computer ,  BK      
Category:  Client Services\Annual PC Audit  Priority:  1 year  Urgency:  Standard  Impact:  None 
Type:  Audit  Status:  Receipt  Close code:  None  Closed:   
Assigned:  EMEA_L1_BK   Owner:  Notification Server   External ID:     Total time:  0
Schedule:  Not scheduled  Start:  10/6/2011  Due:  10/6/2012 6:04:09 PM  Modified by:  Notification Server 
Modified:  10/6/2011 10:04:09 PM  Created by:  Notification Server   Created:  10/6/2011 10:04:09 PM 
Notify rules:
Company Inform new owner - if not current worker
Linked to:
Linked by:
Company List incidents and contacts for BK-TC-SCHEIPS (Helpdesk)
Company Open Ressource Association Diagram (Helpdesk)
Rules applied:
Incident Rule:  Audit Due Date
Routing Rule:  Route to EMEA_L1_BK without contact
1 - 10/6/2011 10:04:09 PM - Notification Server (Notification Server) - Create  
Please complete the Annual PC Audit Process for this ThinClient. 


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Rob Moore's picture

Incidents rules are only evaluated and executed when a ticket is edited. So, in order for that rule to execute, someone has to open and edit that ticket.

If you just want to close them all, you can use the Edit Multiple Incidents. You can build a query to get all the tickets you want to change, then set the changes and it will apply to all of them at once.

Due Dates are alwasy displayed, but unless the ticket is "Scheduled" the Due Date is pretty much ignored.