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Automation rule to execute if it is in same state for more than 10 min

In Data centre version, i wanted to execute an automation rule as below:

 

if it is in same state named X for more than 10 min and issue is still in unassigned i need to alert the agent

1 answer

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Guilhem Dupuy Community Leader Sep 20, 2021

Hi @Sindhu D M ,

What you are looking for is achievable using an SLA and an automation rule;

You can start by creating a new SLA triggered when you entered your state X, which is paused when the assignee is defined, and stops counting when you exit status X.

Then, you can create an Automation rule triggered when this SLA is breached, sending an e-mail to the desired person :)

 

Let me know if it helps,

Guilhem

can we have option to know whether the ticket is in same state for more  than 10 min, then alert the agents?

Guilhem Dupuy Community Leader Sep 22, 2021

My pleasure :) 
I guess you could use the same automation rule, and send an e-mail to the current assignee or mention him in a comment using the following smart value :

[~accountid:{{assignee.accountId}}]

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