John Aspinall

Hi Shannon Kertis - I want to show tickets from the past calendar month that have had a priority change, but I'd like it to show me what the original value was (i.e. low) and what it was changed to (i.e. high)

I ticked ‘Changes - Previous Value’ and ‘Changes - New value’ but only a few tickets show (we have hundreds logged each month) and none show any change to priority (i.e. the ‘changes - previous value’ is empty on the few tickets that show. I've otherwise followed the guidance above to the letter. If I change ‘Metrics’ to 'Su'm' then I get way more results but unsure (without checking them all!) if they're all from within the calendar month of July that I've selected

If I create this automation, will it affect all currently pending tickets with a last response time that is greater than what I've set it to? And will the ‘ticket_solver’ tag apply upon a ticket being solved by this automation? I'm assuming that IF the already not updated for >30 days tickets in my system are solved effective as soon as the automation is created, it is not dependent on that tag being in there to perform the action - it is simply applied at the point the automation runs and solves the ticket(s) an is used as a method to not perform the same action on those tickets solved by the automation.

Also, on that note, I want the automation to close tickets with no response for 30 days or more, so I've set the following as we operate 7 days a week:

Can you confirm the two questions above, thanks!