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    Time-based ticket automation rules

    Ticket automation rules enable you to set actions that will automatically trigger when certain ticket actions occur (e.g., new tickets created, closed, or updated). You can also set up rules that perform actions based on time passed. 
    There are 3 trigger types for which time-based automation rules can be created (New Ticket Created, Ticket Status Changed, and Ticket Closed/Resolved).

    Note:

    • The 'Must Match' is checked by default for all time-based conditions and cannot be unchecked. We recommend checking 'Must Match' for any other conditions added to the rule.
    • You can assign one time-based condition per automation rule.

    To learn about other ticket automation rules (that aren't time-based), see Set up commonly-used ticket automation rules

     

     

    Add a ticket automation rule

    1. From Admin (on the sidebar), click Ticket Automation Rules. 

    Admin___Ticket_Automation_Rules_-_MSP_-_EN.jpg

    The Ticket Automation Rules page appears. 

    Ticket_Automation_Rules_page_-_EN.jpg

    2. Click Add New Rule. The Add Rule window appears. 

    Add_Rule__blank__-_EN.jpg

    Feel free to tweak the following time-based automation rules as needed.

     

    Escalate a ticket to a manager if the status is 'Open' for more than a week

    From the Add Rule window, fill in the parameters:

    • Rule Name: Add a rule name
    • Description: Add a description
    • Trigger: Ticket Status Changed
    • Ignore Flow: Yes
    • Active: Yes

    Add_Rule_-_Escalate_-_EN.jpg

    2. Click Add.

    3. Set the conditions:

    • Ticket Property: Status
    • Operator: Equals
    • Expected Value: Open
    • Must Match: Yes

    4. Click Add. 

    • Ticket Property: Hours Since Status Changed (BETA)
    • Operator: Equals
    • Expected Value: 168 hours

    5. Click Add. 

    Conditions___Actions_-_Escalate_-_EN.jpg

    6. Set the action:

    • Action Type: Set Field Value
    • Related Field / Email Template: Technician
    • Value: Select the admin technician (manager)

    7. Click Add.

    The action is added and the automation rule is ready to go!

     

     

    Notify manager and assign technician if the ticket is 'Unassigned' for 24 hours

    1. From the Add Rule window, fill in the parameters:

    • Rule Name: Add a rule name
    • Description: Add a description
    • Trigger: New Ticket Created
    • Ignore Flow: Yes
    • Active: Yes

    Edit_Rule_-_Escalate___Inform_-_EN.png

    2. Click Add.

    3. Set the conditions:

    • Ticket Property: Hours Since Ticket Created (BETA)
    • Operator: Equals
    • Expected Value: 24 Hours
    • Must Match: Yes

    4. Click Add. 

    • Ticket Property: Technician
    • Operator: Is Empty
    • Must Match: Yes

    5. Click Add. 

    Automation_Rule_-_unassigned_technician.png

    6. Set the action:

    • Action Type: Send an Email
    • Related Field / Email Template: Ticket unassigned for 24h
    • Value: Enter an email address

    7. Click Add.

    8. Set the action:

    • Action Type: Set Field Value
    • Related Field / Email Template: Technician
    • Value: Select the technician you want to assign to the ticket

    9. Click Add.

    The action is added and the automation rule is ready to go. 

     

    Follow up on pending tickets after 24 hours

    From the Add Rule window, fill in the parameters:

    • Rule Name: Add a rule name
    • Description: Add a description
    • Trigger: Ticket Status Changed
    • Ignore Flow: Yes
    • Active: Yes

    Add_Rule_-_Follow_Up_-_EN.jpg

    2. Click Add.

    3. Set the conditions:

    • Ticket Property: Status
    • Operator: Equals
    • Expected Value: Pending
    • Must Match: Yes

    4. Click Add.

    • Ticket Property: Hours Since Status Changed (BETA)
    • Operator: Equals
    • Expected Value: 24 hours

    5. Click Add. 

    Conditions___Actions_-_Follow_Up_-_EN.jpg

    6. Set the action:

    7. Click Add.

    The action is added and the automation rule is ready to go!

     

    Close a ticket if the status is 'Pending' for more than 72 hours

    From the Add Rule window, fill in the parameters:

    • Rule Name: Add a rule name
    • Description: Add a description
    • Trigger: Ticket Status Changed
    • Ignore Flow: Yes
    • Active: Yes

    Add_Rule_-_Pending_-__Close_-_EN.jpg

    2. Click Add.

    3. Set the conditions:

    • Ticket Property: Status
    • Operator: Equals
    • Expected Value: Pending
    • Must Match: Yes

    4. Click Add.

    • Ticket Property: Hours Since Status Changed (BETA)
    • Operator: Equals
    • Expected Value: 72 hours

    5. Click Add. 

    Conditions___Actions_-_Pending_-__Close_-_EN.jpg

    6. Set the action:

    • Action Type: Set Field Value
    • Related Field / Email Template: Status
    • Value: Closed

    7. Click Add.

    The action is added and the automation rule is ready to go!

     

    Close a ticket if the status is 'Resolved' for more than a week

    From the Add Rule window, fill in the parameters:

    • Rule Name: Add a rule name
    • Description: Add a description
    • Trigger: Ticket Closed/Resolved
    • Ignore Flow: Yes
    • Active: Yes

    mceclip0.png

    2. Click Add.

    3. Set the conditions:

    • Ticket Property: Status
    • Operator: Equals
    • Expected Value: Resolved
    • Must Match: Yes

    4. Click Add. 

    • Ticket Property: Hours Since Status Changed (BETA)
    • Operator: Equals
    • Expected Value: 168 hours

    5. Click Add. 

    mceclip1.png

    6. Set the action:

    • Action Type: Sent Field Value
    • Related Field / Email Template: Status
    • Value: Closed

    7. Click Add.

    The action is added and the automation rule is ready to go!

     

     

     

    Still have a question? Contact us
    Julian Kudo

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