How to set a condition for a trigger for X days passed since ticket assigned to XYZ group
답변함Hello, once again I come asking for help! I'm stuck in this configuration and hope you guys have already done something similar and can help me along.
What we want to do: add a tag to a ticket that has more than 6 agent replies and was assigned to Tier 2 group two days ago.
What we have done so far:
1. We created a custom date field: T2 Assignee Date
2. Created a trigger that will set T2 Assignee Date field to 0 when the ticket is assigned to Tier 2.
3. Created a second trigger that should add a tag when the ticket meets the following conditions:
- Agent replies | Greater than | 6
- Group | is | Tier 2
- T2 Assignee Date | is within the next | 2
Where I'm stuck: This last condition is not allowing it to trigger. I thought it would mean that since T2 Assignee Date was set to 0 the moment the ticket was assigned to Tier 2, then that field would be 2 when two days had passed. But that has not happened. Any ideas? Or maybe another way of doing the same thing?
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Hello Alex,
This article may help: When using a custom date field as a trigger condition, what does "is within the previous" and "is within the next" do?
If the date field is populated with the date today, the trigger condition "is within the next | 2" is not met. The trigger would have run if the date field is populated with the future date that's 2 days from now.
Just to confirm, do you want the trigger action to fire after 2 days after the ticket has been assigned?
If so, you can probably use automations as they use time-based conditions.
Reference: About automations and how they work -
Hi Zsa Trias, yes, we want a tag to be added to a ticket 2 days after it was assigned to a specific group. So we can't use the condition for "hours since assigned" since that takes the first assignment ever as that assignment. I'll look at automations, I honestly didn't even try with them.
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