To troubleshoot your Supervisor Rule not kicking off as expected:

1. Double-check rule conditions for accuracy.
2. Ensure the test ticket meets all conditions.
3. Confirm user permissions.
4. Check logs and errors.
5. Review rule priority and sequencing.
6. Verify email configuration.
7. Ensure the system clock is accurate.
8. Test with different data.
9. Update your software.
10. Seek technical support if the issue persists.

Thanks.

There aren’t any logs for supervisor rules that I can find.  Where do I see those?  

The rule works if it doesn’t have the “Hours since Agent responded” part on it.  So it is that.  Anyone know what the agent responded means?  What quantifies it?

Hi @shannon.mejia .

Hope you’re doing great.

It seems you got a response from one of those Spam Bots / IA Bots running over here, he he.

Regarding to your inquiry to our automated friend, Supervisor rules are logged only to ticket Activities if they are triggered. Too bad we don’t have true logs for that.

Going back to the current issue: Hours since Agent responded is the time (in hours) that have elapsed since an agent replied to a ticket. If they have actually responded, this should works.

Your screenshot shows you’re counting the hours based on Business Hours; you must check the settings in the Business Hours in which the ticket is falling, as it may be waiting until Monday or your next valid work day in your calendar.

Hope this helps.

Sincerely,

Hey Elvis.  Thanks for replying.  I had a feeling the response was not a real person or maybe just a smart ass .  

It seems the rule only kicks off IF a response has been made by BOTH the agent AND the requestor.  This was not what I expected, but once I learned that, the rule is working as expected.  

Wish the documentation was clearer on this though .

Thanks as always for your assistance!

Shannon

Hi @shannon.mejia ,

If, as suggested by @eeha0120,  you’ve confirmed that you are in “Business Hours” while testing which would satisfy

And if I understand you, you removed that condition (hours since agent responded) and the Supv Rule did fire -- then I have a few questions.

What type of ticket is this?  Inbound or outbound or how are the tickets being created?

1. Is it an email from outside to your support@ acct?  Is it right on the portal? (inbound ticket)
2. Is the ticket being created by the agent and sent to a customer? (outbound ticket)

From what I recall the Supervisor Rule only inbound tickets have may not consider the 1st contact of the Agent on outbound tickets.  Additionally, IDK if Supervisor Rules are like WorkFlow rules wherein only certain “actions” are considered a “response”.  

You could export the ticket details or use Analytics Pro to examine that field on the ticket you are testing with to see what the number is.  Then add a response and wait again to see if the count increased as expected and then see if the SR fires.

FWIW, I tried to do something similar using oHours since Customer responded] but I can see I abandoned it. lol

There is a field called “Agent Interactions” that you might be able to use as well - look for Agent Interaction < 1 (or 2 or whatever).

One last thought, I would look at adding an exit to this or your Agents will be spammed every hour for tickets that have been idle for 2 hours.  In the action node usually add a tag “nagmail sent” and then add to the condition that tag does not include “nagmail sent”.

HTH
Bryn

lol - hit send too quickly!

One final, final thought is that you may want to look into the SLA / OLA feature if you are trying to arrange escalations for idle tickets.

Thanks both of you guys for the replies and assistance.  I was able to determine the issue was business hours (on my part LOL-i wasn’t waiting for actual business hours but was thinking regular hours) and the public response/note.  The rules kicks off if XX number of business hours has passed from the last public note/response.  So it is working properly.  

Thanks!!

Thank you for your responses and help, you two. I was able to ascertain that the problem was the public response/note and business hours (on my side, LOL—I wasn't waiting for genuine business hours, just ordinary hours). If XX number of business hours have passed since the last public message or answer, then the regulations come into effect. Thus, it is operating as intended.

Finally, if you are attempting to set up escalations for idle tickets, you might want to investigate the SLA / OLA functionality.