I am creating a workflow to send an email notification to me, for a new ticket is not answered more then 5 hours.
I tried to use the ticket property [Last contactd date] to enroll such tickets, by this metric is only based on “days”.
How can I achieve my requirement? Any other metric I could use which is hours baesd? Or how I can use [Last contactd date] to be hours based.
Thanks!
Hi @MaxMa,
This can be approached differently and in a simpler way: Enroll tickets when you want the 5 hour timer to start running (e.g. “Create date is known” or “Ticket status is any of New, Waiting on us”). Make sure to enable re-enrollment when you’re using the Ticket status.
You would then add a 5 hour delay action. After this 5 hour delay, add a branch to check whether the ticket status is still new or waiting on us. If so, send the notification. If not, don’t do anything.
There would be some edge cases where the ticket has moved back and forth in those 5 hours. If that’s a concern, let me know and I’ll think about a fix.
Best regards!
