Chris Hall

Are "Hours since..." cumulative or do they only apply for the current instance a ticket is in a particular status. E.g., Does "Hours since pending" calculate the ENTIRE amount of time a ticket spends in pending across its life? Or only the most recent status change?

I'm using two automations where the second is contingent upon actions executed by the first:

1. Automation 1: runs after the ticket is pending for 40 hours. It adds a tag (used by Automation 2) and changes ticket's status to Open
2. Agent takes manual action, including setting the ticket back to Pending (this manual step is intentional)
3. Automation 2: runs after the ticket is pending for 20 more hours

Should Automation 2 be set to "hours since pending > 20" (time spent in pending after latest status change) or "hours since pending > 60" (total time spent in pending for life of ticket)?

Thanks!