Rick Barileau

I've been asked to create an escalation workflow to send a critical alert notification to our IT Team. I will be looking for certain keywords like “Network error”, “not working”, etc. I've got that part. I need to identify these issue types repeated during a certain time period. If these conditions are met, I would execute a notification sending a message to our IT Team. For example if we receive 10 network errors within an hour, I would send the notification to IT. My challenge is how to keep track of these occurrences with specific thresholds and believe that I would execute an automation since it is time-based. Any recommendations on how to have a counter to see if these conditions exists, if so take the appropriate action. If not, reset the counter back to zero. I've been analyzing on the best practice how to approach this workflow. Any help would be greatly appreciated. Thank you!

I am trying to create a calculation metric to determine cost per ticket by month for this year. I tried using tickets solved - month / full resolution time business hours. Unfortunately, only the later field was available in minutes. The outcome did not seem right when I calculated the number manually on my own. What would be the exact formula to calculate the cost per ticket over this time period? The fields and/or functions may not be correct which is throwing things off. I have made several different efforts with the same wrong result. Any help would be greatly appreciated it. Thank you!