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Ticket not assigned within X minutes - email to group

  • October 2, 2018
  • 5 replies
  • 0 views
L

I would like to setup an automation, that after X minutes, if a ticket is not assigned, to assign it to a group, and email them.

 

What I have so far is 

Meet all

Ticket assignee is not user a, user b etc.

notification email

 

Now I get a couple of errors.

 

Automation could not be created as:

  • Automation must not run multiple times per ticket. It must have a time-based condition that is only true once (Hours since created is 24) or an action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent").

I cannot add set to group, only to an individual.

I can use myself (and then it works) , but I want to set it to the group.

Also, the time since created is only in 1 hour increments.

 

Please help.

Thank you.

    This topic has been closed for replies.

    5 replies

    M
    • Mustafa12
    • October 28, 2018

    I have the same problem. I cannot set an individual as notification email, though. I would like to notify a group or user if a new ticket stays unassigned for x hour(s).

    J
    • Jessie17
    • November 1, 2018

    Hi Luis and Mustafa!

    The reason you're receiving this error is because automations require a nullifying condition that prevents the automation from running over and over again. If we allowed automations to be created without it, you'd just have the same automation running in a loop on the same tickets and bogging everything down.

    You can find out more about how to work with this in this article

    L
    • Luis24
    • Author
    • November 1, 2018

    Hi Jessie.

    So what happens if it runs once, and after X time, runs again, and still the ticket is not assigned?

     

    I would want to be alerted again, and again and again as necessary.

    Every few minutes if possible.

     

    M
    • Mustafa12
    • November 1, 2018

    I would like to make sure that every ticket gets assigned as soon as possible so I’m fine with getting alerts every hour for each unassigned ticket.

    J
    • Jessie17
    • November 6, 2018

    Hi Luis and Mustafa!

    You would need to have a separate Automation for each interval that you want to be notified on. Automations only run 1x per hour, so that's as frequent as those updates would be able to go out.

    Have either of you checked out our SLA feature? It sounds like that's what you're actually looking for!

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