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I am trying to capture the following using during a automation rule
Set up a schedule either using Basic or CRON Express
Need to compare two values (Gets how many hours since an issue was created)
Hence used this smart value {now.diff(issue.created).hours}}
Plus adding business days for the rules to run
Additional condition if comment size zero than email is send to XYZ
If Elese condition is added if the request is commented by agent than email is sent to Reporter
This rules isn't working even though I have define the smart values - any takers ?
Couple of things
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enclosed screenshot of the rules - hopefully that will shade more light with what I am trying to achieve
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Show us you rule (screenshot), so as to help us see/understand exactly what you are trying to do, as I can't picture what the schedule is using to gather the issues to use.
Also, any errors or info in the audit log? As that is the best place to start debugging failed rules.
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