John,
I use basically the same process. I add one more qualifier to the
escalation filter so that it doesn't fire every 5 minutes. In turn, my
process also calculates a new time to fire so that the escalation keeps
firing until someone responds.
Here's the qualification that I use:
('Status'="ACTIVE") AND ('Next Escalation'>($TIMESTAMP$-(5*60))) AND
('Next Escalation'<= $TIMESTAMP$)
Dave
>Date: Thu, 7 Sep 2006 10:12:25 -0400
>From: "Reiser, John J" <[EMAIL PROTECTED]>
>Subject: Escalation reminder every X hours
>
>Hello Listers,
>
>Congrats to the ARSlist Award winners.
>
>ARS 6.3
>MS SQL Server 2000
>Midtier 6.3
>Homegrown Helpdesk forms
>
>Just as a sanity check I thought I would ask if anyone has a good
>process for "send out an email notification every X hours if the ticket
>is still at a status of New"?
>
>After the obvious failure of setting the escalation time to 2 Hrs (
>Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59
>minutes 59 seconds) I decided to put a field on the HD form that will
be
>populated with create time + 2 hrs.
>The escalation will run every 5 or 10 minutes and check the escalation
>time stored on create. It will increase the escalation time by 2 hours
>if the status is still New.
>The Run If will be 'ESC_Time' < $TIMESTAMP$ AND Status = "New"
>
>The reason I am running this by the List is that I wanted to know if
>there was a slicker way to do this.
>Anyone? . . . Bueller? Bueller?
>
>Thanks,
>John J. Reiser
>Software Development Analyst
>Remedy Administrator/Developer
>Lockheed Martin - MS2
>The star that burns twice as bright burns half as long.
>Pay close attention and be illuminated by its brilliance. - paraphrased
>by me
Dave Shellman
Phone: (717) 810-3687
Fax: (717) 810-2124
email: [EMAIL PROTECTED]
tyco/Electronics
A tyco International LTD Company
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607
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