Update Automation Conditions to allow "Hours since" to be used in the "ANY" section

4 Commentaires

  • Jonathan March
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    That's a great point Alejandro. The reason for the restriction seems inconsistent with general practice.

    To make your case stronger, it would help to state explicitly what your nullifying condition / change would be in the automation that you desire.

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  • Alejandro Colon
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    Jonathan March

    I can provide my specific use case, if necessary.

    But, the current implementation of the Zendesk Automation does nullification checking automatically. If you do not have a nullification condition it will alert you or add in a hidden one for you. 

     

    My use case would be to have an automation that would be triggered by whichever "Hours since" condition was triggered first. The nullification in my use case is based on tags. I have a tag that is added if the automation is triggered and will not run if the tag is present. In this way, the automation will only run once. 

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  • Jonathan March
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    Hi Alejandro. To be clear, Community Moderators are users like yourself. My suggestion to be more explicit is based on the observation that Zendesk receives thousands of requests / suggestions, so the more strongly you can motivate a request and gather support for it, the better your odds of getting results.

    I understand that nullification checking is done automatically. But I am not familiar with ZD adding in a hidden condition -- very interesting. Could you give an example? What kind of condition, and how named, and how can a condition be hidden?

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  • Alejandro Colon
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    Jonathan March

    Thank you for responding. 

    I understand your role and your suggestion and I appreciate it.

     

    Personally, I am frustrated with this situation and do not intend on doing Zendesk's job for them in this case. I have had to find a workaround as with many other items in their product and I will not hold my breath that this will become implemented. 

     

    As far as the hidden condition, simply go to your automations, create a new automation, and then press preview. It should look something like mine below. Feel free to play with it. I have not actually tried it before but I have seen the message before. 

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