Scheduling Mails

BigFix AEX can keep the users updated about the status of the tickets created by them by sending notifications through the emails. The mail is triggered every day at 12 AM UTC (Indian time is 5 hours and 30 minutes ahead of UTC).

This section describes the conditions for the mail to be triggered. User needs to go to the BigFix AEX Support page to see the emails sent by BigFix AEX.

CONDITION 1:

An email is sent to the BigFix AEX Development Team if a ticket is in New state for more than 24 hours.

Email message: “Tickets are pending with us under status new. Please have a look at it”.

Figure 1. Figure 478 – Scheduling Mails
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Figure 2. Figure 479  Scheduling Mails (Cont.)
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Clicking on the ticket takes the user to the ticket details.

CONDITION 2:

An email is triggered to the creator of a ticket if it waits for the client’s response for more than 3 days. If no response is provided within 7 days, it gets auto closed. While creating the ticket, people whose names had been approved to receive the notification also receive this email. Their names are put in email CC.

Email message: “The ticket is waiting for your response for more than 3 days; it will be closed if no response is provided within 7 days”.

Figure 3. Figure 480 Scheduling Mails (Cont.)
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CONDITION 3:

If a ticket is in Waiting for Client state for 7 days from the last updated date, the ticket gets auto closed. An email is sent to the creator of the ticket and cc to the people whose names had been approved to receive the notification while creating the ticket.

Email Message: “As we have received no further updates on the ticket for 7 days, we have closed the ticket. Please contact BigFix AEX Support if you are still encountering the reported issue.”

Figure 4. Figure 481 – Scheduling Mails (Cont.)
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CONDITION 4:

If a ticket is in Resolved state for more than 3 days, an email is sent for the confirmation to the creator of the ticket and cc to the people whose names had been approved to receive the notifications while creating the ticket.

Email Message: “Your ticket has been resolved for more than 3 days, please provide confirmation if it is resolved so that it can be closed. If no confirmation is provided within 6 days from the last update, the ticket will be auto closed.”

Figure 5. Figure 482 – Scheduling Mails (Cont.)
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CONDITION 5:

If a ticket is in Resolved state for more than 6 days, an email is sent to the creator of the ticket and cc to the people whose names had been approved to receive the notifications while creating the ticket and the ticket gets auto closed.

Email Message: “As we have received no further updates on the ticket for 6 days, we have closed the ticket. Please contact BigFix AEX Support if you are still encountering the reported issue.”

Figure 6. Figure 483 – Scheduling Mails (Cont.)
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CONDITION 6:

If a ticket is in InProgress state for more than 3 days, an email is sent to the BigFix AEX Development Team.

Email Message: “Hi Team, (number of tickets) tickets are in in progress for more than 3 days. Please take a look.”

Figure 7. Figure 484 – Scheduling Mails (cont.)
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