How can I make my automation rule send alerts within working hours?

Question

Hello AC,

I am working on an automation rule that sends an alert to the ticket assignee to remind the assignee to update the customer/reporter/user.  The reason for this is because assignees forget to give timely updates.  After the ticket has been resolved the reminder stops.

The rule works but as per the attached image, it seems it may run outside working hours.

How can I prevent this from happening?

Also after the high/highest priority incident has the status resolved, I want the rule to stop sending the alerts

Esther Amunga · Answer

Actually, I figured this out, since the CRON expression displays on the left, that is the one the system will use.  The CRON expression I used is correct.

I used a CRON syntax generator (googler helped here :-) ) to get it since I was new at this.  The only thing I had to figure out here is the UTC time zone.  I converted my time which is in EAT/CAT to UTC to know which time intervals work for me and this worked.

Thank you for the support.

Esther Amunga · Answer

I want to know if the system picks basic over cron expression.  I feel basic does not have all the options I could exploit to make my rule work well.

I want to schedule a reminder that sends an email to an assignee every 4 hours, MON-FRI for Highest and High priority incidents.

Esther Amunga · Answer

Let me recreate the trigger in my test environment I will update you