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How to capture the idle time of a ticket status using PAM?

  • 1.  How to capture the idle time of a ticket status using PAM?

    Posted 03-07-2016 01:30 PM

    The requirement is to verify if the end user has updated the ticket status to close from "EU Verification" status. If this specific status update has been pending for 15 days since when the ticket status was changed to "EU Verification" then send a reminder email notification to end user. Please advise on how this functionality could be achieved using PAM.



  • 2.  Re: How to capture the idle time of a ticket status using PAM?

    Posted 03-07-2016 02:28 PM

    Hi,

    seems to be straight forward.

     

    You will need to create a PAM process that will check for all active ticket with this corresponding status.

    Then using a loop check  for each ticket returned the activity log with  type= ST and return the last modified date.

    then calculate the duration from now and if greater that 15 days send the email.

    after created your process and tested it, you can then create a calendar to check once a day or the frequency you want and add your process to it.

     

    Hope this give you the concept

     

    /J



  • 3.  Re: How to capture the idle time of a ticket status using PAM?

    Posted 03-07-2016 07:22 PM

    Got to dig into this setup using your logic and see where it goes. I will get back here if it goes out of track. Thank You!!