[New bots] Have alerts sent out if a ticket is "Not Started" after 15 minutes of being created during business hours

Summary: Have alerts sent out if a ticket is “Not Started” after 15 minutes of being created during business hours.

What problem/s will this bot fix? Remind people that there are tickets that have no been touched / worked on.

Is there any report that you are using today to indentify this problem? no

When should this bot be triggered? If New ticket created (status=not started) and not touched for 15 minutes, then send a message.

Where do you want to send the message? Teams - specific channels

Parts of the message to send if the bot is triggered:

   What happened? New ticket in queue

   What should the message recipient/s do? Please start working on the ticket and update ticket real time.

   Why should they do it? Provide clients with a quick response time.

Name you to suggest for this bot: Ticket Idle 15 minutes

Description of this bot: New tickets created 15 minutes and not touched

Priority: Low

@amucci, when you mentioned about “not touched”, does it mean that ticket status not changed? No time entry added? Let us know. Thanks!

This is a great idea

With our new bot 3.0 engine, it could be easily created, basically, if the status = new, and ticket last updated time > 15 minutes, then send an alert, use ticket dataset, it can be done in about 15 minutes.

Let us know if you want to give it a try by going to Bots (mspbots.ai), click new.

If you have trouble making it work, please send an email to support@mspbots.ai. Thanks!