Incident rule to automatically set status to closed after 5 bisness days excluding holidays
So we have a notification rule that changes resolved tickets to closed after 5 business days excluding holidays. My problem is that the notification rule is schedule to run as business hours , which means on Monday since my sql query looks for 5 or more days it closes tickets that would have been normally closed on Saturday or Sunday, due to the lack in sql query code to identify these days as non business days. So when management runs reports on closed tickets, helpdesk has no tickets closing in the middle of the week becuase they ran on Monday. Has anyone created a query that takes in to count the weekends? I know John Doyle has a great method for due dates and some how my brian has shut down on great ideas for a good query workaround.
Thanks Anthony
try tasks in NS
go to NS, view, task, Incident resolution, Incidents, Helpdesk, Notification policies. I took the one called "Incidents Open More than 'N' Days," left the source as a query but changed the parameter to 5, changed the schedule to custom weekly and selected the work days and added a Edit Incident Automated Action which closed the incident.
I don't know if it worked because I can't test it in my environment and don't have a running test server with helpdesk data.
Hope it works.
Jen
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