Creating and managing automations for time-based events

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  • Kristine LaBarbera

    We'd like to automatically set a custom Ticket Schedule for Urgent incidents that come in on the weekends and holidays, and then update the schedule back to the standard Ticket Schedule service hours after the weekend/holiday passes.  For instance, an Urgent ticket opens on a Sunday and the clock only needs to run until 5 pm on Sunday and then pick back up again for normal service hours on Monday (normal service hours extend beyond 5 pm).  We have multiple schedules configured right now to accommodate for the different service hours for weekends and holidays, but we are trying to work through the automations/triggers needed to set the ticket to conditionally use the right schedule.  Can you point us to any best practices for this type of scenario?


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