How to set a condition for a trigger for X days passed since ticket assigned to XYZ group

Respondido


Publicado 01 de mai. de 2023

Hello, 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?


0

2

0 comentários

Entrar para comentar.

Não encontrou o que estava procurando?

Nova publicação