What I'm trying to achieve here is the following:
Tickets for departing staff that are logged into WHD and have a future dated departure date go into a pending departure status. Then an action rule to change that status to Open once the departure date (custom field) comes within the next 5 days. The problem I'm having is that the action is only evaluated on ticket updates (all, tech or client) meaning each ticket that needs it's status changed to Open still needs manual intervention.
Does anyone know of a way to make this work so that WHD automatically evaluates all tickets in the Pending Departure status on a daily basis and then changes the status of those now within the designated timeframe without that manual intervention?
Thanks