Alert technicians before support tickets miss their deadline

Checks your support tickets every morning and pings the assigned technician on Teams before deadlines are missed.

How the work actually flows

A straight line. Runs once per ticket nearing deadline.

Pattern: Sequence (1) ยท Multiple Instances with a priori Run-Time Knowledge (14)

flowchart TD trig(["every morning ticket check"]):::trigtime s0["check open tickets"]:::task s1["filter tickets nearing deadline"]:::task s2[["match ticket to technician"]]:::mi s3["send teams alert"]:::svc trig --> s0 s0 --> s1 s1 -->|"one per ticket nearing deadline"| s2 s2 --> s3 out[/"technician alerted before deadline"/]:::out pay{{"fewer missed ticket deadlines"}}:::pay s3 --> out out --> pay classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff
Starts itA stepAn outside serviceRuns once per itemResultPayoff
Build size
Advanced

A larger build with multiple systems, AI reasoning, and custom rules.

Business functions
Messaging & NotificationsScheduling & Calendar
Connects
GLPIMicrosoft Teams
Featured in

The problem it solves

Support tickets slip past their deadline because nobody is watching the clock on every open case. Technicians juggling dozens of tickets need a reminder before something breaches its deadline, not an angry customer after the fact.

Who it fits

An IT help desk or support team using a ticketing system that tracks resolution deadlines.

How it works

  1. Every morning, the system checks all open support tickets
  2. It finds any ticket due to expire within the next couple of days
  3. Each ticket is matched to the technician it's assigned to
  4. A Microsoft Teams message is sent to that technician with the ticket name, ID, and time remaining
  5. Technicians see the warning in time to act before the deadline passes
What you get

Tickets that never miss their deadline

Your technicians get a Teams alert with time remaining before any ticket's deadline passes, so nothing slips through unnoticed.

What you get

A Microsoft Teams alert to the right technician listing the ticket and how much time is left.

What you need

A GLPI helpdesk account with API access and a Microsoft Teams account.

We can build this. But should you?

The hard question is not how to build it. It is whether this is the right thing to build first.

That is what a Fractional Chief AI Officer figures out with you, before anyone writes a line of code.

Let's Talk Strategy

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