Simon

"First one was easy, I just put the code in there."

Seems to be working that way for everyone except me. No idea what I've done wrong.

@Chuck Yocum

How did you get to the first alert (the one just inside

Hi all,

I've been reading through this thread today, as it looks to do almost exactly what I wanted (I wanted to put the ticket group on the requests list page, but a custom field seemed like it would be as close as I could get).

I'm using the code below, inserted into the body, but the results are just blank. I've checked the api call using cURL and can see the custom field in there just fine. I've added in the alert texts, but it doesn't seem to do anything within the section. Can someone please help point me in the right direction?

I agree - we have a first response target of 2 hours for most tickets, but 15 minutes on urgent ones; if all agents are active within other tickets, these can be overlooked when the automations only account for an hour intervals.