Question
Can I notify a group if a ticket has not been updated?
Answer
Yes, in this scenario you could set up an automation that looks for a specific period of time since the assignee last updated the ticket and then notifies the assigned group.
- Click the Admin icon (
) in the sidebar, then select Business Rules > Automations. - Select Add automation.
- Under Meet ALL of the following conditions add:
- Ticket: Status > is > Open
- Ticket: Hours since assignee update > (calendar) Greater than > 24
- (Optional) Ticket: Tags > Contains none of the following > notify
- Under Perform these actions add:
- (Optional) Ticket: Add tags > notify
- Notifications: Email group > (assigned group)
For more information on using automations, see About automations and how they work.
4 Comments
Short but informative! Thanks for putting this out here, @Tiann. :-)
Quick question, can you select the specific number of hours a certain group should be notified? Thanks in advance!
Hey Darwin!
Thank you! :) I'm glad it helps!
For the condition Ticket: Hours since assignee update > (calendar) Greater than > 24, you can change that number to whatever works best for your team!
For instance, you could change that condition to say Ticket: Hours since assignee update > (calendar) Is > 6.
Please let me know if I misunderstood your question at all! Have a great rest if your day!
I keep getting an error when creating this automation.
Please help. Thanks
Hi Glenn -
That error means your automation doesn't have any nullifying conditions/actions, just like it "says on the tin", so to speak.
Since an automation is not allowed to run multiple times in a row on the same ticket, you'll need to configure the automation in such a way that, after the actions run, the conditions are no longer true. This article suggests using a tag for this purpose: The automation has a condition so it only runs if a certain tag is not present, then the actions add this tag -- after the action runs, the condition is now false.
You'll need to do something similar in your automation. It doesn't have to be a tag, but one of the actions must "cancel" or "nullify" one of the conditions.
I hope this helps!
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