Hi team!

I come to you again with a new use case this time that I can’t quite figure out how to solve. Little context and explanation here:

We have a main IT support team which is our first line service desk basically, by default they receive all tickets and then reassign to specific areas when required. One of our specialized areas has a first and a second line support team that have different business hours. First line works 5-14 and second line is 24/7.

Now the issue: I have an automator that if any ticket assigned to first line is created outside of their business hours then it should be assigned to second line instead. This works. However, we discovered an issue where a ticket was created outside of business hours and landed on our service desk, who then reassigned it to first line during their working hours, but the ticket was still automatically reassigned to second line because the condition is checking for created time (which was still outside of working hours of course). I have checked and there is no “updated time” or any such condition as there is “created” so I can’t seem to be able to fix it to avoid these cases.

I am wondering if you guys have had or have any similar use cases where you want an event to be triggered based on the updated time and not created time. Doesn’t sound to me like a strange use case or some crazy functionality, but maybe it is as I couldn’t find anything when looking around the community and solution articles, or maybe I am just bad at looking :D

Thanks in advance for any input!