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I was trying to add a notification for task assignees for a certain amount of time before the due date of a task, but it doesn't seem that this is possible. Tasks are not available in the "Scope" of automation rules. I was able to create a similar automation for tickets / service requests, but we don't often use due dates…
Currently, all of the time-based logic options are based on passage of time on a 24-hour clock. There should be an option similar to how SLA breaches are handled, where the time-based range is calculated on business hours.
It would be helpful to have such capability to set automation rule based on specific times of the day. For example, we are US based and have ServiceDesk technicians on the East and West Coast. It would be helpful to have the capability to set an automation rule to auto assign incidents created from 5AM-8AM PST to an East…
We are using a time-based automation rule to send a notification to the assigned agent about their ticket becoming due several hours before the due date. What happens is that if there is an update on the ticket, such as the agent adding a comment or worklog, if the ticket still meets the condition, it will run the rule…
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