We are trying to create an automation that will re-open tickets from oh-hold status 48 calendar hours before the due date.
The following automation was created but it's not firing. We also tried setting the "Ticket: Put On Hold For:" to "-" instead of "Date" and it also didn't work.
Anyone who has an idea why this might not be working?
Hey Anna,
Are you using the default due date field or did you create your own custom field? If you created your own custom ticket field, it looks like the condition you're using is for the default due date field that displays when you switch the ticket Type to Task.
Everything else within the automation looks great and shouldn't cause issues with the automation firing.
Keep me posted!