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Replies posted by amau5

3 Replies

A
Contributor
amau5Contributor
asked in Automations

Supervisor Rule: Requester does not respond after raising ticket

Thank you so much! I’d gone through a lot of back and forth with them so far and I was curious if that would help, but wasn’t sure how to count the interactions. Didn’t know if the initial raising of a ticket would count as 1. I’m going to try this and if it works, I’ll come back to update this thread accordingly.

7
D
Apprentice
2 months ago
A
Contributor
amau5Contributor
asked in Automations

Supervisor Rule: Requester does not respond after raising ticket

Thank you so much! I’d gone through a lot of back and forth with them so far and I was curious if that would help, but wasn’t sure how to count the interactions. Didn’t know if the initial raising of a ticket would count as 1. I’m going to try this and if it works, I’ll come back to update this thread accordingly. Depending on your scenario, you may need to alter the other conditions in the supervisor rule, for our situation, we only wanted the rule to trigger as a reminder after the agent responded and after a specific status.  This may not be the case for your environment if you handle tickets a different way.  You may need a different condition as the additional trigger. Below is what was provided from support for our specific example when our rule wasn’t triggering properly (again): I have altered the supervisor rule such that, the two conditions  "Hours since reqeuster responded " is changed to "Hours since agent responded " and also added a new condition that says "Reque

7
D
Apprentice
2 months ago
A
Contributor
amau5Contributor
asked in Automations

Supervisor Rule: Requester does not respond after raising ticket

Question related to this….I am trying to take pending tickets for more than XX hours that have not been updated by the agent.  I have status is pending and hours since agent responded great than XX hours.  I have this set for “match all”.  The rule is not kicking off though.     Thoughts? I think you have to have a greater than and less than condition for this to fire. For example, my rule ishours since agent responded greater than 60hours since agent responded less than 62Also keep in mind that if you make that change it won’t apply it retroactively to any currently open tickets, it only applies to tickets created after you adjust the rule. 

7
D
Apprentice
2 months ago

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