I’ve created the follwoing to send awaiting requester response follow-up emails using supervisor rules:

• If no response after 16 business hours, send 1st follow up email
• If no response after 24 business hours, send 2nd follow up email
• If no response after 32 business hours, send final email and set ticket status as resolved

I’m experiencing problems where the same rule will run on a few tickets, every hour, until either the requestor replies or I turn off the rule.

To troubleshoot, I’ve tried the following variations:

Example rule 1:

• Conditions:
  • House since pending greater than 16 hours
  • Status is pending
• Actions:
  • Send email to requestor

Example rule 2:

• Conditions:
  • House since pending greater than 16 hours
  • House since pending less than 17 hours
  • Status is pending
• Actions:
  • Send email to requestor

Has anyone had the same problem? If not, how are your rules setup?