Time based ticket rules based on activity status - why does this not exist?

justin
justin Member Posts: 6 ✭
in Helpdesk

Hi there,

I found this thread on Reddit, from 2 years ago, explaining my situation at the moment -

https://www.reddit.com/r/atera/comments/zevva9/can_ticket_automation_do_followups_and_close_if/

2 years ago, the response was that the action was based on ticket status not activity status, and the client mentioned he only uses 2 statuses - open and closed.

In the following 2 years, apparently nothing has changed.

The ability to have time based rules based on Activity status seems to me like a no brainer. Why base an automatic rule on a manual action (changing the ticket status), when there's an automatically updated field (activity status) that better describes the REASON for the automation, already present?

If this isn't already, could it please be placed on the feature request list? Like I say, it seems an absolute no-brainer.

Comments

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 286 admin

    Heya,
    I'm checking this - however just to verify first, are you not referring to the described option in thie KB article?
    https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules

  • justin
    justin Member Posts: 6 ✭

    Following up on this, I can see an existing request in the feature requests -

    https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44023740-time-based-ticket-automation-rules?page=2&per_page=20

    Where you guys are so excited to introduce the time based ticket rules, but multiple request for this to be based on activity status have been completely ignored…

  • justin
    justin Member Posts: 6 ✭
    edited September 18
    https://community.atera.com/discussion/comment/2969#Comment_2969

    I am referring to that, but there is no option to trigger the rule based on the activity status change, nor is there to base it on hours since Activity Status Change.

    Trigger is Ticket Status Change, not Activity Status Change, and condition is Hours since status change, not Activity Status Change.

    The obvious way to automate reminder emails to customers (or support reps) would be to base it on "Awaiting Customer Response" or Awaiting Technician Response" for x hours.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 286 admin

    Gotcha, I'm sharing this with our PM team, and suggest clarifying this specific use case (activity status) in the uservoice portal, feel free to share it back here so others can weigh in!

  • justin
    justin Member Posts: 6 ✭

    Thanks Gilgi,

    I've posted the idea here - https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/48853856-time-based-ticketing-rules-based-on-ticket-activit

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 286 admin

    C'mon people, get out there and vote, I always encourage it!

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