Hello! I need some support with an inactivity rule. I need the following logic:
My automation needs to run Monday through Friday, hourly, checking the "Awaiting customer" ticket queue. It should check how long each ticket has been in that status and send a reminder to the customer. A ticket can remain in this status for up to 4 days, and if it reaches 4 days, it is automatically closed.
From Monday to Friday, this check needs to be performed hourly in the queue, and the rule should not be executed on Saturdays and Sundays.
Another point is, if a ticket is sent to this status on a Friday, Monday needs to be its first business day. With this in mind, I created two rules: one that only runs on Mondays, and one that runs from Tuesday to Friday.
However, I'm always running into some problems. It seems that the schedule in the "Basic" tab is overwriting my schedule in the "Advanced" tab. For example, today a problem occurred:
A ticket was sent to this status on 11/28 at 12:26 PM. It triggered the comment on day 01 twice at 09:01 AM. One comment reminded that the ticket had been without a response for 2 days, and the other comment mentioned it had been without a response for 3 days.
I'm constantly encountering gaps in this automation, and I need it to function correctly.
Hi Marc! I made a change to the rules and posted them on the link. They are the v2 versions. Were you able to investigate anything previously? Thank you!
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I think this is the main issue, in the scheduled trigger:
"Only include work items that have changed since the last time this rule executed"
IF this is not checked, every hour a comment will be added to an issue with a status category changed date, that is not altered.
So an issue falling in a timeframe will get commented, if the status did't change within the next time the rule will run, if falls in the same frame, so will get commented again.
Best practice in this case, to prevent duplicate comments, is to create a separate rule for each time frame based on each status category change.
Or base the rule on updated date and not on status category change date, as there are only 3 status categories (To Do (grey), In Progress (blue) and Done (green))
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