Automation count working days

Question

Hello, community friends! How are you?

I start by thanking the full support and patience that the members have had with me in this moment when I'm learning about JSM.

Right now I'm adjusting a payment flow by inserting a new step called "scheduled refund" that will appear after approval. The deadline for making the payment is 5 working days after this transition. These payments are made on Mondays and Fridays.

Is there any automation that does this?

Brittany Wispell · Accepted Answer

Hi @Laurent Souza Ferreira

I am doing well, thank you for asking. I hope you're happy and healthy. :)

Let's see, I'd recommend setting up an SLA for this specific step. Once the SLA has breached, you can notify someone or a group that the transition has not happened. Unless this is an entirely automated process and it would be more beneficial for you and your team to not manually transition tickets.

So alternatively, depending on your Cloud subscription type, you can set up an automation in your project that looks similar to the below images, if I understand your use case correctly.

For your use case, are you wanting the ticket to transition on Monday & Friday no matter the result of the refund payment? Or are your agents responsible for transition the ticket when the refund has been completed?

Image 1: this is the 'when' rule, you'll want to schedule it for Monday & Friday to run.

Image 2: this is the full automation set up. I've used statuses that I have in my site to set up a condition and a action statement. The condition is so you only transition tickets that are in the specific status for payment. The action statement is what you will use to transition the ticket on the Monday's and Friday's when the refund has been "completed".

Resources:

* Documentation on how to Create an SLA.
* Documentation on Automation Basics

Please let us know if you have any further questions or need clarification. :)

Thanks,
Brittany