Hello Community,
after involving the support I discovered you're not able to monitor, with the automatic rule, a custom date field
Here the example:
we want to monitor the performance of the tickets we need to escalate to a vendor inserting:
- Vendor opening date
- Vendor Ticket ID
- Vendor resolution date
If an internal service agent resolved the ticket without adding the info requested I cannot monitor the SLA with the external service.
I tried to set up an automation rule that, after cheking the ticket state, would have monitor also the opening and resolution date, but it not possible : (
Instead today is possible to monitor all the other custom fields type.
Thank you
