Best practices: Using automations to create service level targets Follow

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2 comments

  • Avatar
    Brian Sorensen

    Love this, however I am getting an error that says the following

    • Automation must not run multiple times per ticket. It must have a time-based condition that is only true once (Hours since created is 24) or an action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent").

    I've got Ticket: Priority is Urgent (our tickets come in unassigned and Urgent)

    I also have the Hours since open Greater than 1

     

    Any thoughts?

  • Avatar
    Andrew Schreiner

    create a trigger to add/remove an update tag or something and that should probably get around it. For my case, I don't think there is a solution as I need to be notified in like 15 minutes so automatons won't cut it.

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