Why is there no "hours since" in the meet any area of automations?

5 Comentarios

  • Ryan P.

    I've just run into this for Triggers too, the "hours since" conditions appear in the ALL list but not ANY list. Odd, since they are both a type of condition, so I'm guessing they were just missed.?.

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  • Ryan P.

    Sorry, I misspoke, Views, not Triggers. I want to create a View that shows tickets "Less than Closed" or 24 "Hours since closed". That way all recent tickets showed, even if I had a Trigger that auto-closes a ticket due to an invalid request.

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  • Ryan P.

    FYI, I started a ticket for this limitation and Zendesk Supports' current response (which I take issue with) is:

    Per further checking, the "Hours since" is really not available under "ANY" of the following conditions and it is expected. You can put multiple "Hours since" condition under any as this will cause confusion on the system and will cause the view/automation to not fire properly.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ryan,
     
    I suspect the agent you were talking you meant to say "cannot" instead of "can" in that response. I know that doesn't give you the answer you're hoping for, but hopefully the response at least should be consistent with our current functionality.
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  • Ryan P.

    Thanks Dave, I actually read it as such in my head and didn't realize it was opposite. For future reference, support pointed out that this is an intended limitation for automations to avoid unintended "nullifier" loopholes, as described in the documentation:

    Views inherit the "Hours since" features from automations, and as such have the same limitations. Since the nulling concern doesn't impact Views, they said this could be considered a feature request so I've started another post in feedback here: https://support.zendesk.com/hc/en-us/community/posts/4700616918810-Allow-Hours-since-conditions-in-ANY-conditions-list-for-Views 

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