Automation: Hourly Reminder Email

[Will Tubbert]

Using CROM and Ticket Status, I have configured an automation that should send out an email every hour, between 9am-4pm while approval tickets remain open.

However, I've found that it will only send the email once. According to the Audit log, the automation appears to have default behavior to not repeat unless the ticket(s) in question have been updated since the last time the automation ran.

How do I override this behavior and force the emails to go out every hour?

Thank you for any guidance you might be able to provide.

[Tessa Tuteleers · Accepted solution]

Hi @Will Tubbert , 

This is your troublemaker ;) As long as the issue hasn't been changed, it won't trigger again if you check that box. 

Uncheck it and your spirits might be lifted :) 

Cheers, 

Tessa

[Will Tubbert]

I can't believe I missed that. I intentionally thought I'd looked over all checkboxes.

Thank you!

Will

[Tessa Tuteleers]

Haha, no worries, we've all been there :D 

[Susan Waldrip]

Hi @Will Tubbert , you might also check your CRON expression -- if I'm reading your initial post correctly and assuming the 9AM - 4PM is local time (that is, you're not having to convert time zones in the CRON expression), you might try  

0 9-16 * * MON-FRI 

meaning At minute 0 past every hour from 9AM to 4PM on all dates of the month in all months on Monday-Friday of the week.

Apologies if I've misunderstood your requirement!

[Tessa Tuteleers]

True Susan! I didn't even check that as this was not in his requirements.. the cron now says 13h - 20h.. 

[Will Tubbert]

According to the warning box in the screenshot, I had to account for the times being in UTC.

The timing worked perfectly. I'd been experimenting with this since yesterday and it kicked off perfectly at 9am this morning.

I'd just been monkeying with the tickets as I've been working on several other, significantly more complex, Automation steps throughout the day. So the 1-2pm window was the first chance they had to just sit. 

[Susan Waldrip]

Ah, okay, I wasn't sure if you had to convert time zones in the CRON or not. Glad it's working, I'll have to give this a try!