How to notify automatically the requester after x hours without update ? (not via email)

6 Kommentare

  • Catherine Michalak
    Community Moderator

    Hi Julien,

    I was going to suggest creating an automation that adds an internal note but just realised you can't add internal notes in automations. 

    Is notifying the assigned group an option?

    Then perhaps this could work:

     

    You will probably also need to add a ticket status condition so it knows in which status to fire.

     

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  • Julien M

    Hello Catherine, 

    I already have my conditions (and I play with tags to avoid multiple sending) : 

     

    I also have what I need for the customer to be notified. 

    The only thing I don't know how to do is add automatically a public comment. 

     

    Thank you,

     

    Julien

     

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  • Catherine Michalak
    Community Moderator

    Have you tried adding a tag via your automation which will set of a trigger (referencing that tag) to add an internal note in the ticket?

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  • Julien M

    I'd like to :), but I don't know how to add a note in the ticket. 

    And I'd like to add a public note, but here's what I've got as notification actions in the triggers : 

     

     

    Thanks again !

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  • Andrew J
    Community Moderator

    The only way to do this that I know of is to use an URL target to update via the API. There is a tutorial for this. I will try to find the link.

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  • Andrew J
    Community Moderator

    I cannot find the artical now - it was a very old one.  

    Instructions below - firstly though, the method of using targets to update tickets is not officially supported as it can cause 'race conditions', however we've used it for quite some time with no major issues.  Just watch if the update you make could trigger further updates, or could be triggered by another ticket change.

    You can now use this target as an action in any trigger or automation.  It will create a private comment in the ticket using the account provided (your credentials). This can be used for multiple situations.  

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