New ticket Idle configuration
The New ticket Idle interaction is designed to offer the ‘friendly nudge’ to your tech’s how maybe getting preoccupied with other things. Talos will post a reminder card to the team in your designed Talos Channel in Microsoft Teams to state that there’s a ticket that’s been idle for too long and should be attended to.
Create the workflow rule New ticket Idle
Whenever a new ticket has been idle for too long, Talos will notify your selected Teams channel again about the inactive ticket.
- Login to Autotask and go to Admin -> Workflow Rules.
- Ensure you are on the Service Desk tab and click the New button
- Give the Workflow a recognisable name. We recommend that any workflow that is interacting with a TRIBU product starts with TRIBU.
- Fill out the description with something meaningful for quick reference.
- Tick on the ‘Idle for’ option and set this to your own company’s procedural preferences. We do not recommend setting this to be at the end of an SLA timer as this doesn’t serve as an effective reminder if the ticket is almost breaching SLA. Instead, pick a reason halfway point that allows technicians to assign, review and respond appropriately.
- Scroll down to Conditions and set the first condition to ‘Status’ -> equal to -> New
- You can set other options as in the example below – we don’t want reminders about Monitoring Alerts to go to Talos, but we do want other ticket queues to be answered in a timely manner.
- Scroll down further to Updates and set the UDF: TRIBU to “NewTicketIdle”
UDF Setup instructions here
- Then go to Actions and set the ‘Then Execute Extension Callout’ and set it to your “TRIBU Callouts” callout.
Callout setup instructions are here
- You can add in any other conditions and actions to take that follow your standard business procedures as well. However, there can only be one Extension Callout that must be set to go to Talos.
- Ticket resolved processing
- New ticket
- Ticket SLA overdue configuration
- Customer replied configuration
Go to Using Talos