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Ben Roberts

Joined May 28, 2021

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Last activity Oct 27, 2021

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Latest activity by Ben Roberts

Ben Roberts commented,

Community commentDiscussion - Zendesk on Suite best practices

Hi Jessie,

Thanks for taking the time to get back to me. If that were so, I would think it extremely odd, given that (according to your own documentation) automations run only once in any given hour, and the chance of an automation running on the same minute in the hour as the ticket came to satisfy the condition is so minute as to make it a useless feature.

In any event, your own documentation seems to say otherwise, though admittedly without an explicit statement to that effect. This from https://support.zendesk.com/hc/en-us/articles/203662236-About-automations-and-how-they-work (emphases added):

(( BEGIN QUOTE ))

Now let's look at example with a time-based "Hours since" condition. Time-based conditions have to be satisfied within a window of time or after a minimum amount of time has passed. The first time an automation runs after an event occurs counts as "zero" hours since that event happened (because it's less than one whole hour).

Suppose you have an automation that performs an action two hours after the ticket is solved and the ticket is solved at 9:15am. Here's what will happen:
  1. If your automations run at 10:10am, the ticket has been solved for only 55 minutes and the automation will not fire.
  2. Automations run again at 11:10am, the ticket has been solved 1 hour and 55 minutes, which the automation counts as one hour (because it is less than two hours).
  3. Automations run again at 12:10am, the ticket has been solved 2 hours and 55 minutes, which the automation counts as two hours. This means the condition is met and the automation will fire and update the ticket.

((END QUOTE))

Moreover, by experience, I've seen the automation fire with use of "is" rather than "is greater than" at this end, and in fact it was necessary for me to use "is" else it grumbled about the automation's conditions being satisfied more than once.

Is there anything else, though, that the use of "is greater than" as opposed to "is" might affect in this regard?

View comment · Posted Jan 14, 2016 · Ben Roberts

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Ben Roberts commented,

Community commentDiscussion - Zendesk on Suite best practices

I've recently implemented a version of this for our Zendesk. One difference is that I used "hours...is..." rather than "hours...is greater than...". I'm curious as to why you went with "is greater than" in your example? Does it confer an advantage that I missed?

View comment · Posted Jan 14, 2016 · Ben Roberts

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