I am trying to create an automation to be able to send agents a message to provide an update on any ticket(s) they are assigned/working on if they have not provided an update after 168 hrs (7 days). We submit tickets as Pending once an agent responds to the requester, and open once the requester has replied, meaning that our open status refers to awaiting agent's reply to the ticket.
Here's the scenario:
I am assigned a ticket. I reply to the the requester and submit as pending status to wait for their reply. Once the requester replies, the ticket is set to open, and awaiting for my reply (agent's reply). If 168 hrs have gone by and I have not responded to the requester, I want to received a notification to respond and provide an update on the ticket. Does that make sense?
Below I have a screen shot of the automation I am trying to create with the error.