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How to set time to resolution for tickets created by automation for scheduled issues

Daniel Bermudez

I have an automation that calculates the time to resolution for a project, and the automation works perfectly. However, there is an exception with tickets created from another automation that creates scheduled tickets. In other words, if I create a ticket manually, the time to resolution automation works perfectly. But, if the ticket is created from another automation that makes scheduled issues, the time to resolution does not function correctly. Do you have any ideas on how to fix this issue?

This is the automation that calculates the time to resolution:

And this is one of the automations that when a ticket is created from it, the time to resolution does not work:

Thanks in advance

Accepted answers

All comments

Bill Sheboy

Hi @Daniel Bermudez

Please post images of the audit log details for your rule which calculates the time to resolution, showing an example of when the rule works as expected and when it does not (e.g., for an issue created by your other, scheduled trigger rule). Those may help explain what you are observing.

Until we see that information...

What is used to create the variable NumberOfminutesToResolveCPP? Seeing that information may help explain what is different about the issues that causes them not to work as expected?

Kind regards,
Bill

Daniel Bermudez

This is the rule that we use for the variable:

And this is the image of the audit log:

The issue CCP-741 was created by myself and it works without any problem:

But the CPP-740 was created with the automation and it does not work:

As you can see here, the time to resolution for CPP-740 is empty

Bill Sheboy

You appear to have a custom field named Start_Date_First_Response.

If that correct, I hypothesize the value of that field is set by another automation rule.

If that is also correct, it is possible the symptom is caused because the actions of one rule (the creation of the issue by the scheduled trigger rule) are not trigging your rule to set the custom field...and so the later calculation of the time to resolution uses a null value.

By default, the actions of one rule cannot trigger other rules. This is to prevent errors and run-away conditions. When you want a rule to trigger another, you may enable the option "Allow Rule Trigger" in the details of the downstream rule.

Thoughts?

Daniel Bermudez

Yes thats correct, we have this automation also:

So what you are saying is that I need to allow this option?

Preeti Kiran Patil

Hello Daniel Bermudez,

Can you u please tell me which type of custom field is "Time to Resolution" weather Number,Text,Date and Time.

Please can u specify us.

Regards

Preeti

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