Any way to send a triggered alert if total time spent, or a time spent entry is too high?
Now that we have the ability to add edit time logs in time tracking, is there any way to set an alert to an admin if time spent exceeds a certain number that is deemed to be a mistake? An example would be if my support agent entered 20 hours, instead of minutes. If I'm doingmonthly reporting, I can't go back in time and edit that ticket in the month before to account for the time spent being incorrect.
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Hello Jimmy,
I'm interested in how we edit the time logs... where is the ability to do that.
For your question - is there a condition in triggers that relates to this? I suspect it doesn't feature there right?
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Hi Andrew,
The way to edit time logs is explained here: Can I subtract time from the Time Tracking app?
There is no current condition in triggers that allows me to perform an action based on time spent on an update or total time being a certain threshold. There is only a condition that allows a rule to be set based on time spent being present, which isn't helpful.
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Thanks for the link - that was interesting !
Re: Your question... Hmm... I wonder if...
Using a target with some JSON logic may be possible. The total time at least should be accessible there using the custom field ID.
I'm thinking something like. Get the ticket details, if the number is so much... add tag something...
Then fire something based on that tag - might need to use an automation to prevent race issues.
That is incredibly rough I know - but best I can think of in 2 mins!
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