Filter subscription generates items in mail queue

Question

Step1: create more filters

Step 2: subscribe groups of users to the filters

Step 3: Test Mail queue

Result: a lot if items are generated even for the users that have no emails to receive (the conditions of the filter returns nothing)

Expected result: in mail queue should be generated only items that are mails to be sent

Ignacio Pulgar · Answer

Well, as long as it works, you may continue using it in the meantime, until you find a better alternative, as executing thousands of queries because of filter subscriptions every 15 minutes doesn't seem to be the most efficient way to go here.

Service Desk counts with Automation Rules which can be set to add an internal comment based on the remaining time, therefore sending a notification to the relevant Agent(s).

Another complementary way to keep track of SLAs would be creating a dashboard or queue ordered by SLA remaining time.

Hope it helps.

Oana Calcan · Answer

The filter is based on the field SLA, but users can be either customers or agents.

It was just an example of what we need. The necessity is to send reminders, and, as you see the filter is working OK, just that the mail queue is getting stuck on a lot of junk issues that are not emails to be sent

Ignacio Pulgar · Answer

Do all those 5000 users have a Service Desk license?

Otherwise they won't be able to get results about SLAs...