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Replies posted by Jennifer.H

6 Replies

J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

We have a winner!It’s stupid having to say is it 01 or 02 or 03, etc. but it works. 

8
webricks
Community Debut
6 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

I just realised that I can just do a bunch of compares,  It’s inelegant, but it should work.  I’ll let you know how it goes.

8
webricks
Community Debut
6 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

Actually, for those who are any good at Regex (I just noticed the regexmatch command), is there any way to take that formula I posted and check if it between 5 and 17?Regex is def one of my weak areas.

8
webricks
Community Debut
6 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

Hi @jonathan.allison,I thought of that but we’re 24\7 with 4 branches, but with only 2 timezones of support right now.   We have an overlap where we’d switch from the US to UK providing support halfway through the day for the JP office.Long term that’d be perfect, as we’re expanding to have one person in each timezone, but right now it won’t work.I also looked at the on-call system, and it doesn’t look like it’ll quite do the job either, as it sends to one of the people in the group, not the whole of the secondary, and in the SMS section, you put specific agents.I half got there programmatically, able to get the hour out of the functions:substring(now('GMT'),indexOf(now('GMT'),"T",0)+1,indexOf(now('GMT'),"T",0)+3)But the output is in string format and I can’t see any casting abilities in fresh to convert it to a number for comparison.If I could make that thing it was a number, I think I could do what i want.  But hey.

8
webricks
Community Debut
6 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

It’s sort of shifts.  We all support emergency tickets, but if someone is working in their timezone and someone isn’t, I want to give the person who is in the correct timezone a chance to work on it before it goes out to the wider world.Never thought of the On-Call management system, it’s not anything I’ve explored yet.  I’m an old school programmer (or at least used to be) so my brain goes to resolving it programmatically before anything else.  But honestly i don’t mind how it’s done as long as it goes to the working people first.  I’ll take a look and see if it’ll do what I want.  Thanks for pointing me at it.

8
webricks
Community Debut
6 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Freshservice – London User Network

Looking to send a ticket "digest" to the agents

 Hi Zachary, It’s an option but the idea is to havfe it totally automated and just in a list in the agents inbox. A ticket view, while handy and we use these a lot, still means them going in and checking.

5
Russell Ho-Aitken
Contributor
1 year ago

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