I have the problem that 2 different Expiration rules are fireing the same notification.
1st Expiration-rule (NM_AgentAppointment is a DateTime field):
SELECT UserRequest AS ur
WHERE NM_AgentAppointment <= DATE_FORMAT(NOW(),'%Y-%m-%d 23:59:59')
AND
NM_AgentAppointment >= DATE_FORMAT(NOW(),'%Y-%m-%d 00:00:00')
AND
status NOT IN ('closed','resolved')
2nd Expiration-rule (should notify about long running tickets):
SELECT Ticket
WHERE finalclass IN ('UserRequest','Incident')
AND operational_status IN ('ongoing')
AND start_date > DATE_FORMAT(DATE_SUB(NOW(), INTERVAL 28 DAY), '%Y-%m-%d 00:00:00')
AND start_date < DATE_FORMAT(DATE_SUB(NOW(), INTERVAL 14 DAY), '%Y-%m-%d 23:59:59')
Now I have 2 trigger, one for the 1st expiration rule and another one for the 2nd with different MailActions applied.
If the 1st expiration runs it shows in the debug the correct list of tickets and sends out the mails.
But in addition it also sends Mail regarding tickets that belong to the 2nd expiration rule even they are not shown in the debug.
How can both rules be handled with different MailActions?
Thanks and regards,
Nico
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Hi,
I have the problem that 2 different Expiration rules are fireing the same notification.
1st Expiration-rule (NM_AgentAppointment is a DateTime field):
2nd Expiration-rule (should notify about long running tickets):
Now I have 2 trigger, one for the 1st expiration rule and another one for the 2nd with different MailActions applied.
If the 1st expiration runs it shows in the debug the correct list of tickets and sends out the mails.
But in addition it also sends Mail regarding tickets that belong to the 2nd expiration rule even they are not shown in the debug.
How can both rules be handled with different MailActions?
Thanks and regards,
Nico