We are on TRACK-IT! build 184.108.40.206. 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?
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
Thank you in advance for your sincere help!