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Macro to Notify if Ticket is Left Without Update for 24 Hours

  • 1.  Macro to Notify if Ticket is Left Without Update for 24 Hours

    Posted 03-13-2019 10:28 AM

    Hey, guys!

     

    I need to create a condition to use to notify a particular person whenever a ticket goes unregistered for 24 hours, for example the ticket is left without any new log for these 24 hours.

     

    There is no way to do this by creating a conditional macro.

     

    Has anyone ever had to do something like this or would have an idea how to do it?



  • 2.  Re: Macro to Notify if Ticket is Left Without Update for 24 Hours

    Posted 03-13-2019 10:57 AM

    Hi,

     

    Using macros is not optimal in this case because you need to renew your event after every activity.

    Better to implement this using spel trigger and some spel code. You need to have 1 trigger with FILTER EVENT("UPDATE") and spel code which will check if ticket is active and then cancel previous event and attach new. All required info about events kidnly provided by Gutis and could be found here: SPEL EVENT methods.

     

    Regards,

    Timur