Automatic closure rule not working properly
Hello,
Can someone please give me some feedback on why my rule below is not working?
I defined a new SLA called "time to reply before ticket closure" and set 72h for it. (Made it 1m for the sake of testing)
I then created an automation rule below where if the SLA threshold was breached (Ticket in "Awaiting User Confirmation") for 72h then it will transition itself automatically to Closed status.
As per audit log, this rule is not always being run by the system but there were times that the system was able to run it successfully signifying that my rule is correct however I do not understand why it does not work most of the time.
Below is the audit log result where it shows the successful transition from "Awaiting User Confirmation" to "Closed" status.
Please enlighten me on what else is missing or incorrect on my rule. Thank you!
