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

Jesse Slocum

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

Marty_yvf6sb

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.