We get requests for weeks out sometimes, I am looking for an Automation Rule that will take it from a Pending Status to a Waiting for Support Status based on the Due Date set in the ticket.
Any help would be greatly appreciated.
Thanks in advance :)
If you can setup a custom SLA for when you would like to move the Request to 'Waiting for Support', then you could setup an automation rule when the SLA is breached.
I created a new SLA 'Custom SLA for due date' under Settings -> SLA, then setup this custom automation rule via Settings -> Automation.
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