Ticket automation rules for time base conditions:

Rule 1:
For Open status tickets, existing or new - 3 day no comment or update - either internal comment or public reply, send an email.

Rule 2
For 15 day Pending status ticket no comment – For tickets that have been in in pending state for 15 days and haven’t had a internal comment or public reply send an email.

Rule 3
Pending 12 day reminder for the 15 day no comment or update. So the same as Rule 2 but at 12 days which send an email to the technician who owns the ticket that they need to update the ticket