3 Replies Latest reply on Nov 8, 2018 3:30 PM by Cris Coffey

    How to auto-update priority's tickets if due date is within days?

    Edith Murillo

      Please Help

      We are on TRACK-IT! build 20.18.2.130.  If I'm understanding right, I believe we can setup a rule in the SLA screen to automatically update tickets.  I have been testing this rule and cannot get it to update automatically. Do I have this configured wrong or am I not understanding what SLA is used for?

       

      Scenario:

      If tickets have a status of ACTIVE and the current priority is MEDIUM and the DUE DATE is equal to or less than 7 days, then update ticket's priority to CRITICAL.

       

      Here's my setup:

      Define Goals: High is selected for Priority

      Define Criteria: Status = Active and Priority = High

      Milestone:

      Actions:

       

       

       

      Thank you in advance for your sincere help!