I'm attempting to create an automation rule that notifies me when a new JSM ticket is created after our working hours. Working hours are 8:00 AM - 5:00 PM Central time, Monday - Friday. I have something partially working. Here are screenshots of the rule and the audit log: It looks like the conditions for Saturday and Sunday are working. So far, the conditions for before 8:00 AM and after 5:00 PM are not working. I need to understand what I'm doing incorrectly. As far as I can tell, the IF blocks are set up correctly. Thank you!

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Create After Hours Ticket Creation Notification

Drew Nedderman

I'm attempting to create an automation rule that notifies me when a new JSM ticket is created after our working hours.

Working hours are 8:00 AM - 5:00 PM Central time, Monday - Friday.

I have something partially working. Here are screenshots of the rule and the audit log:

2024-07-11 08_14_39-Audit log - Automation.png

2024-07-11 08_30_54-Audit log - Automation.png

It looks like the conditions for Saturday and Sunday are working. So far, the conditions for before 8:00 AM and after 5:00 PM are not working.

I need to understand what I'm doing incorrectly. As far as I can tell, the IF blocks are set up correctly. Thank you!

Accepted answers

Tessa Tuteleers

Hi @Drew Nedderman ,

is it possible to provide a bigger screenshot (for the first image), it is not readable at this point in time, and would be good to debug

Cheers,

- Tessa

All comments

Tessa Tuteleers

Hi @Drew Nedderman ,

is it possible to provide a bigger screenshot (for the first image), it is not readable at this point in time, and would be good to debug

Cheers,

- Tessa

Drew Nedderman

Hi @Piet Pieters, yes, here is the rule broken into two screenshots:

2024-07-12 08_14_07-Rule builder - 1st and 2nd IF blocks.png

2024-07-12 08_14_49- 3rd and 4th IF blocks.png

Tessa Tuteleers

Hey @Drew Nedderman ,

I looked into your rule and this might still work, however, you might be comparing 2 different types of data here (a time object, and normal text). This is never a good idea as comparing text with a "lesser than" can give very odd results.

I would advice comparing apples to apples, and reform your text input (5PM) to a time input as well.

I quickly tested the following and it seems to hold up:

Screenshot 2024-07-15 103304.png

{{created.convertToTimeZone("America/Chicago")}} 

{{created.convertToTimeZone("America/Chicago").withHour(17).withMinute(0)}}

Let me know if that works for you!

- Tessa

Drew Nedderman

Hi, @Piet Pieters

This is working great! Thank you for the help.

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