Any way to send a triggered alert if total time spent, or a time spent entry is too high?

4 Comments

  • Andrew J
    Community Moderator

    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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  • Jimmy Rufo

    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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  • Andrew J
    Community Moderator

    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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  • Nicole S.
    Zendesk Community Team

    This thread has been closed for comments by the Zendesk Community Team. If you have a question you'd like to ask the Zendesk Community, please create a new post

     
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