We had set a rule to change the status of a ticket from Pending on customer to Resolved after 72 hours if there is no response added to the ticket. But somehow it does not works for some tickets which the reason is unknown.
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Could you please be more specific? I assume this is a supervisor rule. Could you show the conditions and actions you have set up in the system? And could you add what does not work, is the status not changed on some tickets, or is a status change sometimes made without the criteria being met?
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