Need Workflow for TIME IN a status

[SMCNULTY]

All,

  My team is having an issue where a ticket will sit in a Status state for too long.  (like 'out of sight, out of mind within board view')

I'm trying to create a workflow that moves the ticket out of Stage A to Stage B when it has been in Stage A for too long. (say 3 days)

I've looked at "date enter" "Date exit" "Cummulative time in" "Last time in" But these are not dynamic real-time values.  These metrics only register when a Status CHANGES, not a snap shot at any given time/any given moment.  These are not good for moving tickets based on "Current Time Spent in Stage/Status".

I first thought maybe a custom calculation property; "Current date/time - Time Entered Stage"  but it doesn't appear that can be done.

The only work around I could think of would be to run a 'off work hours' workflow that takes every ticket in Stage A, mass assigns them to a temp stage, then back to Stage A.  This would (should) trigger the total native "Latest Time in Stage A" and then I can use that metric to formally shift overdue tickets where they need to go. However for tickets that don't yet meet the maximum, it would basically be resetting them and skew future checks.

Anyone have other ideas?  We do use SLA's but it's just simple "Time to First Response". 

[SNSDan · Accepted solution]

Hello @SMCNULTY ,

From what I understand, you can do a Daily Schedule workflow execution and enroll Ticket, add a condition to eligible records for example for date entered  which as you mentioned only sets the value when a status changes. From that point in time you can calculate it by adding a condition. You need to filter on ticket and select ticket properties, pick date entered for instance. On the first dropdown pick "Is more than" 3 days ago. This way each day at a specified time you can get that are passed the desired date by more than 3 days or how many you would like to specify.

I hope this helps.

SNS Software LTD

Technical Director

Email: dan@simply-neat.com 

Website: www.sns-software.com

Official Worldpay payment solutions partner.

Looking for UK based HubSpot partners interested in collaboration.

[SMCNULTY]

OK unless I'm doing something wrong, this does not work AT ALL.   See first image below, I made this workflow (I get an email when the WF is complete) and it uses above suggestion with a one day window.  I set the workflow to only enroll tickets going forward, not retroactive.  About 2 hours after I activated it, I got a email notification for a ticket.  I searched the ticket activity to highlight the DETAILED activities.  The ticket hasn't been in status Detailed for nearly a month. and was put INTO Detailed even longer ago. (10/30)

[SamTassey]

Hi @SNSDan ,  

Thank you for for the follow-up suggestion!

@SMCNULTY, please let us know if adjusting that filter helps resolve the enrollment issue or if you'd like to explore further troubleshooting steps. We're here to help if you need anything else!

Sam, Community Manager

[SMCNULTY]

OK - so far so good here.   This seems to be working.  I had four tickets from our customer service reps pass through this workflow last night and all were legit/met the triggers.   Thanks for your help here.   

[SamTassey]

Hi @SMCNULTY 

Thanks so much for coming back to share the solution. Collaborations like this are what makes the community so great!

Thanks for your help here @SNSDan

I hope you both have a wonderful rest of your week! 

Sam, Community Manager 

[SNSDan · Accepted solution]

You should also add another AND condition for the Status property where its only EQUAL to the "Detailed Ticket (Support Pipeline) Status. This will ensure that you wont have any old tickets in other statuses.

[SMCNULTY]

OK - I added this AND statement in.  The flow of tickets has completely stopped. I had about 30 when I came in this morning (prior to adding the AND /Detailed status)    I am going to create a single ticket now and check it in 24 hours to confirm functionality. (instead of waiting on my team as we may go through a period where no tickets enroll)

[SNSDan · Accepted solution]

Hello @SMCNULTY ,

From what I understand, you can do a Daily Schedule workflow execution and enroll Ticket, add a condition to eligible records for example for date entered  which as you mentioned only sets the value when a status changes. From that point in time you can calculate it by adding a condition. You need to filter on ticket and select ticket properties, pick date entered for instance. On the first dropdown pick "Is more than" 3 days ago. This way each day at a specified time you can get that are passed the desired date by more than 3 days or how many you would like to specify.

I hope this helps.

SNS Software LTD

Technical Director

Email: dan@simply-neat.com 

Website: www.sns-software.com

Official Worldpay payment solutions partner.

Looking for UK based HubSpot partners interested in collaboration.