Problem
Currently, date-based conditions in the Freshservice Workflow Automator only support comparisons using days (for example, "is exactly x days away" or "is at least x days ago"). This limitation makes it difficult to create automation workflows that require more granular time-based logic.
Use Case
Many operational and service management processes require actions to be triggered within a specific number of hours rather than days. Examples include:
- Sending reminders 24, 48, or 72 hours before a task or renewal date.
- Escalating tickets if an activity has not occurred within a set number of hours.
- Triggering notifications shortly before planned maintenance windows.
- Managing approval and workflow deadlines that are measured in hours rather than full calendar days.
Current Limitation
Users can only configure conditions such as:
- Is exactly 'x' days away
- Is at least 'x' days away
- Is exactly 'x' days ago
- Is at least 'x' days ago
There is no equivalent option for hours, forcing administrators to either:
- Use less accurate day-based calculations.
- Create complex workaround logic.
- Rely on external integrations or custom scripting.
Suggested Enhancement
Extend date-based conditions to support additional time units:
- Hours
- Days (existing)
- Weeks
- Months (optional)
For example:
- Is exactly 24 hours away
- Is at least 48 hours away
- Is exactly 12 hours ago
- Is within the next 6 hours
Alternatively, provide a configurable time unit selector alongside the numeric value field.
Business Value
- Increased workflow flexibility.
- Reduced need for custom solutions and workarounds.
- Better support for SLA-driven processes.
- Improved automation accuracy for time-sensitive activities.
- Greater alignment with real-world operational requirements.
