Hello, I read a little bit around the community and I found some similar requests but they were a little bit more specific ... I was hoping another Field could be added to the "Time Based Condition" automation rules that will count a certain period of time after the state of the ticket has changed.
As of right now I can select various options but I would like to make some Custom States that will track a certain amount of time once the ticket is placed "ON HOLD" and then change states back to another custom state that will help me keep track of tickets that need to be worked on ...
For example, I would like to follow up on a ticket in 24 hours, so I would like to put the ticket on hold (with a time based condition for 24 hours) and exactly 24 hours later, the ticket will go into a "Follow Up" state that will appear once again in our queue to be worked on.
I have worked through a couple of options, such as "Last Update Date" but it resets the clock so if someone updates the ticket once every 24 hours, it will stay ON HOLD forever.
One of your colleagues suggested we open a "new feature request" wondering if something similar is planned for already or maybe being worked on ?
I also saw something that is being worked on but not exactly sure what it entitles ... could be the actual solution I am looking for.
