Creating Time Based Alerts for Tasks assigned to a ticket
There are a few parts to this question, i am trying to automate some processes and make sure nothing is falling through the cracks for our tickets.
Currently we have a workflow rule that when a certain field is updated, it changed the status of the ticket and creates a task assigned to the ticket owner.
Question 1 - Under workflows -> Tasks (where i created the task) can i put a token in the Subject field of the task? Currently we have the Task called "Create Proof", so in the task view, there might be a lot of tasks that just list "Create Proof" over and over, i would like to insert the Ticket's subject the task is being assign to, for example "Create Proof [Ticket:Subject] .
Question 2 - I am trying to wrap my head around the associations within the Supervisor function. I would like to setup a time based rule that once a task is opened for 24 hours (or assigned, in this case) that the agent would receive an alert email saying the task has not been completed. I can't connect the last part to make it all work. I have created the Alert (not sure if it should be associated to the Ticket or Task module, i assumed task, but have tried both) then when i try to create the rule, i can say "hours since assigned" is 24, for the criteria, and associate an alert to this rule, but i am not making a connection that this is related to a task not a ticket, and i am assuming since it doesnt give the option of selecting task module vs. ticket that the rule i am creating this way is going to trigger after 24 hours of the ticket being assigned not the task.
Would greatly appreciate some help. Is there any place that a more in-depth documentation/manual is located for customizations? I can only find the very high level info in the Knowledge base and then the developers API portal.
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Currently we have a workflow rule that when a certain field is updated, it changed the status of the ticket and creates a task assigned to the ticket owner.
Question 1 - Under workflows -> Tasks (where i created the task) can i put a token in the Subject field of the task? Currently we have the Task called "Create Proof", so in the task view, there might be a lot of tasks that just list "Create Proof" over and over, i would like to insert the Ticket's subject the task is being assign to, for example "Create Proof [Ticket:Subject] .
Question 2 - I am trying to wrap my head around the associations within the Supervisor function. I would like to setup a time based rule that once a task is opened for 24 hours (or assigned, in this case) that the agent would receive an alert email saying the task has not been completed. I can't connect the last part to make it all work. I have created the Alert (not sure if it should be associated to the Ticket or Task module, i assumed task, but have tried both) then when i try to create the rule, i can say "hours since assigned" is 24, for the criteria, and associate an alert to this rule, but i am not making a connection that this is related to a task not a ticket, and i am assuming since it doesnt give the option of selecting task module vs. ticket that the rule i am creating this way is going to trigger after 24 hours of the ticket being assigned not the task.
Would greatly appreciate some help. Is there any place that a more in-depth documentation/manual is located for customizations? I can only find the very high level info in the Knowledge base and then the developers API portal.
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