Supervisor rule: Send email notification to requester if no response after five business days

I’m trying to solve the same issue.  I actually started to put in a ticket, then I had a a-ha moment where there can be very small cases that things get stuck as you say above.  There’s no good workaround, however, I think I may try adding a field in the ticket itself, where I would use the automation tools to change to 0 when not in pending, 1 when greater than 24 calendar hours, 2 when greater than 48 calendar hours and 3 when greater than 72 calendar hours.  Then run a scheduled workflow once a business day to process when equals one of the flags. 

Honestly, this is a little annoying to do, but I cannot think of any other way to fix this unless they build in better logic.

Hi!
I would like to solve this too somehow.
Interesting idea would be to use tags instead of new custom field, but there is no condition for tags in the Supervisor rules. 

I would like to have more options too.

For example: There is no option to match more statuses and more than one agent group. And there i no condition for tags at all.
I also wandering why supervisor rules are not part of workflow automator?

Create an idea for that :) 
It’s not part as it’s something that runs every 30 minute I guess. 

 

I am attempting to resolve the same problem. As you mentioned above, there may be very minor instances when things become stuck, so I actually started to submit a ticket before having an epiphany. Although there isn't a suitable workaround, I might attempt including a field in the ticket itself where I could use automation tools to set it to 0 when it's not pending, 1 when it's more than 24 hours, 2 when it's more than 48 hours, and 3 when it's more than 72 hours. Then, once a business day, execute a planned workflow to process when one of the flags is equal.

I'm trying to figure out the same issue. I actually started to create a ticket before having an epiphany since, as you indicated above, there may be extremely minor occasions where things become stuck. There isn't a solution that works, but I might try adding a field to the ticket itself that would allow me to utilize automation tools to set it to 0 when it's not pending, 1 when it's been more than 24 hours, 2 when it's been more than 48 hours, and 3 when it's been more than 72 hours. Then, when one of the flags is equal, run a prearranged workflow once every business day. Spotify APK