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Setting up Trigger based on Requested value

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Joshua Lapointe

Posted Jun 29, 2021

Hello Folks,

Looking to see if there is a way that through Triggers or other functionality that I can have a notification go off to my agents when a ticket sits in NEW for too long based on how long the timer value was in the requested field? (Ex. Ticket sits in NEW for longer than 30 minutes, sends an email to myself as an Agent)

Currently using Support Professional.

Thanks in Advance.

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    ZZ Graeme Carmichael

    Community Moderator

    Joshua

    You are not going to achieve that level of detail with business rules.

    Automations are time based actions on tickets. But they are only evaluated hourly. You could use an automation to say:

    Meet all the conditions:

    • Ticket status is NEW
    • Ticket Hours Since Created (Calendar) equals 1

    Perform these actions:

    • Notify User>XXX

    You are probably best using a View to review these tickets, but that will not generate an email alert.

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