3 Replies Latest reply on Aug 23, 2013 8:32 AM by dennis.straathof

    Action rules to apply on a timely base, not ticket base


      Hi all,


      I am new to WebHelpDesk and I'm wondering whether it's possible to have an action rule made upon a timely basis.

      I.e. I'd like to have an action rule that sends out an e-mail message when a ticket gets in its last 12 hours before it's due to be resolved.


      The only action I could find was that it only fires at ticket change (whether by the Tech or the owner or both).

      But when a ticket isn't changed for the last 24 hours, the e-mail message will never be send.


      Hope anyone can help me out here!


      Thanks in advance.