Automation with "Hours since assignee update" is not firing Follow

Issue symptoms

You have set up an Automation with "Ticket: Hours Since Assignee update". It would seem that the condition has been met since the last agent update has been greater than what you set up in the conditions. But still, the corresponding action is not performed.

Conditions

  • "Ticket: Hours Since Assignee update"
  • Would have "(calendar) Greater than" or "(business) Greater than" or "Greater than" in the condition

Example

 

Resolution

Check if the Assignee field has an actual assignee (agent) and not just a group. If an agent updates the ticket but is actually not assigned to the ticket, the condition will not be met. So for this Automation to work, someone must be actually assigned to the ticket.

 

Won't meet the condition

 

Will meet the condition

 

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