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Automation to transfer from Pending to Waiting for Support based on Due Date

Automation to transfer from Pending to Waiting for Support based on Due Date

We get requests for weeks out sometimes, I am looking for an Automation Rule that will take it from a Pending Status to a Waiting for Support Status based on the Due Date set in the ticket.

Any help would be greatly appreciated.

Thanks in advance :)

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Hi Jesse,

If you can setup a custom SLA for when you would like to move the Request to 'Waiting for Support', then you could setup an automation rule when the SLA is breached.

I created a new SLA 'Custom SLA for due date' under Settings -> SLA, then setup this custom automation rule via Settings -> Automation.

Screen Shot 2019-02-16 at 5.47.54 pm.png

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Automation to transfer from Pending to Waiting for Support based on Due Date

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