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I'm sorry this appears to be defined INCORRECTLY in the help files.
You need an after save rule,
with a time based trigger.
you want to check every x hours (i suggest every six)
for the criteria,
look for any ticket in resolved status
updated on (relative) occured at least three days ago
the action is to set field value for status to be closed.
Linda Kirkpatrick I created the rule however, it didnt run properly. It did run twice, but the times were so off, it didn't make sense why the rule even went off in the first place. I checked the history, the ticket was in the Waiting for Customer Status for over a week and it randomly executed the rule. Initially, I created a test rule on 10/15 and meets the criteria of the rule, however the rule has not kicked off.
Do I have something wrong? Im thinking it has to deal with the Work Schedule? Not sure.
This is what i have in place:
so, every day, five times a day, you are checking for any ticket that is in Waiting on Customer status and hasn't been updated then it should be performing that action. I'd open a support ticket. Sorry
dagnabit communities is slow today and i cant edit my original comment.
"so, every day, five times a day," was supposed to say "every day 5 hours and 40 minutes"
I use a rule like this to close my tickets after 3 days. I have the work schedule set to 24 hours and the time based trigger runs hourly. I would suggest changing your time-based to be in hours and change the work schedule to 24 hours so it runs at the same time every day. My Date Resolved field auto-populates with the current date when the ticket is moved to Completed. Hope this helps.
I have been trying to get a rule like this to work for a few weeks now - my issue is that it seems to work if I use the hard coded 24 hour schedule and not another work schedule I have created (I do not want tickets to auto close over the weekend). I have another question - if I update my current rule, will tickets that have already been sitting in the Completed status for more than 3 day get picked up the this new rule or will I need to manually close those tickets?
You might want to take a look at your work schedule. We were having the same issue as you and we found the "Hours in a work day" was configured incorrectly. It was initially setup for 24 hours, as opposed to our normal business hours. Once we changed that, the rule has been working beautifully.
As for your second question, Yes, as long as any of your existing tickets meet the criteria of your business rule, the rule will execute.
Hope that helps.