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Auto-reply to ticket

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Hello All

Was wondering is there was a way to auto reply to a new ticket from a procedure based on time configured in coverage
- IE. out of hours response

Is there a variable for coverage that can be referenced off or something similar or a complete setting I have missed?

Any help would be welcomed.

Verified Answer
  • In Service Desk | Procedures Definition | Stage Entry or Exit, we have a procedure "AT Incident enters Identified" we use the test "If isWithinCoverage()". True (and after some other checks to see what's going and to whom), we sendEmail with the message template "AT Ticket Received Notification". If it's false, we sendEmail to the Organization NotifyEmail (custom field) with the message template "AT Customer Email After Hours Acknowledgement", another to the assignee with the template "AT Ticket After Hours Submission", and finally one to the submitter with an after hours template to tell them that it will addressed the next business day. Obviously, you need to have coverage hours and holidays, etc. set up to have this work properly.

All Replies
  • In Service Desk | Procedures Definition | Stage Entry or Exit, we have a procedure "AT Incident enters Identified" we use the test "If isWithinCoverage()". True (and after some other checks to see what's going and to whom), we sendEmail with the message template "AT Ticket Received Notification". If it's false, we sendEmail to the Organization NotifyEmail (custom field) with the message template "AT Customer Email After Hours Acknowledgement", another to the assignee with the template "AT Ticket After Hours Submission", and finally one to the submitter with an after hours template to tell them that it will addressed the next business day. Obviously, you need to have coverage hours and holidays, etc. set up to have this work properly.