Automation for auto assigning tickets in the night refuses to work between set period

Question

Hi all,

I built this automation for auto assigning tickets and registering them properly in the off hours. However, it only needs to run between 23:30 and 06:30. This doesn't work. What I want it to do is to delay for 7 minutes before actually running the automation, because sometimes agents pick it up sooner than 7 minutes. So I don't want it to overrule the actual agent. So below you see how I put it together. If I remove the "Created is before 06:30am " and remove "Created after 11:30PM" it picks up everything. Not sure if it actually stops when an agent has picked up a ticket sooner (not that far in testing yet). All I know is that it just won't work between 23:30 and 06:30 at night... Just says Condition not met, but does not show which condition exactly. For the rest it delays and, registers and puts a comment and assigns to the right person, just refuses to run in the time period put in the automation...Any ideas? What am I doing wrong here?

Berik Irgebayev · Answer

Coincidentally, I was not properly able to test the If/Else statement, but did incorporate it. So if all conditions are met the ticket will go to a certain status after 7 minutes.

But if (or else) an agent has already picked it up then I put "assignee is not empty", so basically if someone already assigned a ticket on their name before the 7 minutes delay, then automation won't do anything (I hope). Thanks @Tobias H

Tobias H · Answer

It might need to use the IF/Else statement to use if one or more criteria are true

But you are already using it for the incident issue type and priority level, so I am not sure if you could incorporate this somehow and still keep the rest of the logic.

Berik Irgebayev · Answer

oh, let me try that....I will find out tomorrow I suppose, thanks for the advise, @Manoj Kumar Gangwar , i sure hope it was just that