Can ticket automation do follow-ups and close if no answer?
We've been trying to find a way to implement automated tickets follow-ups (using "activity status" and "hours since status changed") but can't seem to get it to work. Has anyone been able to make it happen? Currently, there is no trigger for Activity Status just Status. We cannot mark the ticket as Pending everytime to trigger this automation. Defeats the purpose of an automation it will have be done manually. I found a reddit article replied by Atera (3 years ago) and still no change. https://www.reddit.com/r/atera/comments/zevva9/can_ticket_automation_do_followups_and_close_if/
Yeimy Pilco
shared this idea
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Yeimy Pilco
commented
Time-based ticket automation rules still require a trigger (for technicians to change the status of these tickets. That defeats the purpose of calling this an automation. EVEN if we had to manually change the "Activity Status" to "Awaiting Requestor reply" is better than setting the ticket as "Pending" under Pending status. In order for this automation to trigger, it needs a trigger and we cannot manage to use the Status and set it to pending. We rather use the activity status. Please note this has nothing to do with the time based (as we are familiar with this). We are more concerned with the trigger of this automation.