Scheduled ticket

johann.linnet
johann.linnet Member Posts: 6 ✭
in General

Hello everyone,

Over the past few months, I've been gradually implementing Atera within our company. I've been actively using it as a technician, and one of the tasks I frequently perform is creating scheduled tickets. This is especially important when we're dealing with offboarding situations, such as when an employee leaves the company. In these cases, their supervisor typically wants to keep their email account active for 30 days before deleting it.

To ensure I don't forget to perform this task, I create a scheduled ticket to trigger 30 days in the future. When the scheduled ticket appears in the ticket queue, it's marked as "read" rather than "new." Unfortunately, this means that I, along with my fellow technicians, don't receive an email notification when a new ticket is created.

I'm wondering if there's a way to receive email notifications when a scheduled ticket is activated. Is there a solution for this?

Thank you!

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Comments

  • Yakov
    Yakov Internal Posts: 17 ✭✭✭

    Hey @johann.linnet,

    In your ticket automation rules, there is no need to add a condition on the "Activity Status" of the ticket to be "Unread".
    Instead, you can have a simple trigger of "New ticket created" to email you and other technicians whenever a new ticket is created.
    Moreover, you can create a custom field or a checkbox labled "scheduled" or "notify" and decide that only tickets that were checked will send you the email if you wish to have more granularity.
    I suggest you reach out to our technical support team if you're interested in leveraging a more complex automation process.

    Otherwise, feel free to check our KB: https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules

    Hope this helps!

  • johann.linnet
    johann.linnet Member Posts: 6 ✭

    Hi Yakov.

    I did that and still no email from the system.

    image.png

    The ticket does not appear as new, but only as read.

    image.png

    but if i create new ticket i will get the email notification.

    Best regards. //Johann

  • Yakov
    Yakov Internal Posts: 17 ✭✭✭
    https://community.atera.com/discussion/comment/1079#Comment_1079

    Indeed the ticket will appear as read, I'm not sure I'm following though - Wasn't the purpose of the automation to receive an email whenever a new ticket is created?
    I suggested checking with our technical team via live chat or email to fully check if your desired scenario is possible or if a workaround is needed

    Best,
    Yakov

  • nina
    nina Internal Posts: 428 ✭✭✭✭✭

    Hi @johann.linnet - I have created a Support ticket for you, ticket #420113. They should be able to assist you.

  • johann.linnet
    johann.linnet Member Posts: 6 ✭

    Thank you both. :)

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