Supervisor Operators For "Hours Since"

We need this as well - supervisor has a good start but needs to add support for custom statuses. In this case we want to send a follow-up email to the requester when the ticket status has been 'waiting on customer' for x hours and the ticket is still open

+1 for Supervisor rules based on hours since custom status updated

If this is implemented, we can use this to create specific ticket reminders without the use of SLA's

+1

+1

Have been looking for a way to do this for a while. The rule that Damion suggested would really unlock a lot of potential.

Automated reminder emails for tickets awaiting responses from requester or third party, should be developed further indeed. This supervisor variable is much needed.

Also, the actions should allow an automatic email to the requester (in case you are waiting for information from him to resolve the ticket) or to the third party to which the ticket has been forwarded (presumably the last person to which the ticket has been forwarded).

This very simple and obvious functionality still hasn't been added after two years of being up here. Adding "hours since" with customized statuses AND allowing more than 1 agent be assigned to a ticket. would resolve more than 1 of the requests being put on these forums.

+1

I am currently using a workaround by using the "hours since assigned" condition on a supervisor rule in combination with two observer rules:

- An observer rule that, on a status change (to a particular status) removes the assigned agent

- A second observer rule that, on the same status change, adds the current actor as assigned agent

For us, this works better than the "hours since agent responded" condition, since that is not always acurate. We do not have any triggers on assignent of an agent, and the agent who changes the status is in 99% of the cases the current assigned agent.

This would be very useful as we use several custom statuses so either an "Hours since XXX status" or "Hours since last action/update" Supervisor condition would help us better manage tickets that are in those statuses.

Yes please, this functionality would be very useful for our setup. 

We would love to use this as well. Our purpose would be more for internal accountability than reaching back out to customers.

It would make our jobs much easier if we had an "Hours since" for Notes added, agent touch, etc. 

Not sure how this is not planned already, people have been requesting this very simple option for 3 years.... it would make many helpdesks easier to maintain...

I'm super interested in this as well! 

 We need this too.

+1 on this too, could really use this feature instead of needing to manually handle these

Agreed, work arounds for this tend to obstruct other rules. Please prioritize!

I see this is planned, but has anyone heard any updates on a release? 

We'd like the ability to design a very clean and simple supervisor rule to check time in current status or time since last status change. Very similar to what is discussed above. It would work just like hours since agent/requestor responded, except it looks at how long a ticket has been in the current status. This should also work for custom statuses, or even disregard which status and just focus on time in status. I think we're all looking for a way to increase ticket visibility so nothing slips through the cracks. Our use is case internally escalated tickets (a custom status) should be reviewed every 72 hours.

Please add Hours since status changed. 

This kind of works with with hours since agent responded as the agent "should" have updated the status to waiting for reply at that same time, but there is no guarantee of that and as such we need the ability to have rules run based on when when the status was changed.

Would love an update on this. Seems like a no-brainer feature, especially if it could incorporate business hours.

This feature request is 5 years old and it still hasn't been implemented.  Anybody actually pay attention to these requests?