Ticket Workflow - Timed alerts - HELP!
3 weeks ago
Hi! I was hoping someone would be able to help me!!
I have created a number of ticket-based workflows to send Ticket Owners an alert depending on the ticket status and how much time they have to close the ticket. These workflows are set between 8:30 and 5pm Monday to Friday. (See images below.)
Example of one workflow:
Example of the time frame:
And the following morning the team receives this:
Is there any way to fix this? And is there any way to amend these workflows to include the time of day??
For example. If this Mid/High ticket comes in at 2pm, it needs to be resolved by 5pm. Meaning there are only 3 hours to resolve this ticket compared to the 5 hours one would have if it came in at 12.
I need to be able to determine this in my workflows because right now, the workflows continue and aren’t accurate.
All the best,