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1155,"path":1156,"stem":1157},"2024-02-26","/release-notes/2024-02-26","08.release-notes/23.2024-02-26",{"title":1159,"path":1160,"stem":1161},"2024-01-17","/release-notes/2024-01-17","08.release-notes/22.2024-01-17",{"title":1163,"path":1164,"stem":1165},"2023-12-27","/release-notes/2023-12-27","08.release-notes/21.2023-12-27",{"title":1167,"path":1168,"stem":1169},"2023-11-08","/release-notes/2023-11-08","08.release-notes/20.2023-11-08",{"title":1171,"path":1172,"stem":1173},"2023-10-10","/release-notes/2023-10-10","08.release-notes/19.2023-10-10",{"title":1175,"path":1176,"stem":1177},"2023-09-27","/release-notes/2023-09-27","08.release-notes/18.2023-09-27",{"title":1179,"path":1180,"stem":1181},"2023-09-18","/release-notes/2023-09-18","08.release-notes/17.2023-09-18",{"title":1183,"path":1184,"stem":1185},"2023-09-04","/release-notes/2023-09-04","08.release-notes/16.2023-09-04",{"title":1187,"path":1188,"stem":1189},"2023-08-04","/release-notes/2023-08-04","08.release-notes/15.2023-08-04",{"title":1191,"path":1192,"stem":1193},"2023-07-11","/release-notes/2023-07-11","08.release-notes/14.2023-07-11",{"title":1195,"path":1196,"stem":1197},"2023-06-21","/release-notes/2023-06-21","08.release-notes/13.2023-06-21",{"title":1199,"path":1200,"stem":1201},"2023-05-24","/release-notes/2023-05-24","08.release-notes/12.2023-05-24",{"title":1203,"path":1204,"stem":1205},"2023-04-24","/release-notes/2023-04-24","08.release-notes/11.2023-04-24",{"title":1207,"path":1208,"stem":1209},"2023-04-20","/release-notes/2023-04-20","08.release-notes/10.2023-04-20",{"title":1211,"path":1212,"stem":1213},"2023-03-20","/release-notes/2023-03-20","08.release-notes/09.2023-03-20",{"title":1215,"path":1216,"stem":1217},"2023-02-28","/release-notes/2023-02-28","08.release-notes/08.2023-02-28",{"title":1219,"path":1220,"stem":1221},"2023-01-17","/release-notes/2023-01-17","08.release-notes/07.2023-01-17",{"title":1223,"path":1224,"stem":1225},"2023-01-23","/release-notes/2023-01-23","08.release-notes/06.2023-01-23",{"title":1227,"path":1228,"stem":1229},"2022-12-21","/release-notes/2022-12-21","08.release-notes/05.2022-12-21",{"title":1231,"path":1232,"stem":1233},"2022-12-06","/release-notes/2022-12-06","08.release-notes/04.2022-12-06",{"title":1235,"path":1236,"stem":1237},"2022-11-15","/release-notes/2022-11-15","08.release-notes/03.2022-11-15",{"title":1239,"path":1240,"stem":1241},"2022-11-02","/release-notes/2022-11-02","08.release-notes/02.2022-11-02",{"title":1243,"path":1244,"stem":1245},"2022-10-17","/release-notes/2022-10-17","08.release-notes/01.2022-10-17",{"title":1247,"path":1248,"target":1249},"API","https://api-docs.devstride.com/","_blank",{"id":1251,"title":477,"body":1252,"description":1649,"extension":1650,"links":1651,"meta":1652,"navigation":1653,"path":478,"seo":1654,"stem":479,"__hash__":1655},"docs/02.major-modules/05.service-desk/11.time-based-automations.md",{"type":1253,"value":1254,"toc":1640},"minimark",[1255,1269,1276,1290,1295,1298,1307,1314,1324,1350,1354,1366,1369,1433,1444,1460,1472,1479,1484,1504,1521,1531,1540,1547,1550,1556,1571,1578,1607,1615,1619,1623],[1256,1257,1258,1259,1263,1264,1268],"p",{},"Most automations react to something ",[1260,1261,1262],"em",{},"happening",": a customer replies, a ticket is created, a status changes. Support work also needs the opposite — automations that react to something ",[1265,1266,1267],"strong",{},"not"," happening. A ticket has sat solved for four days and nobody objected. A ticket has gone twenty-four hours with no reply from your team. A customer was asked a question a week ago and never answered.",[1256,1270,1271,1272,1275],{},"The ",[1265,1273,1274],{},"Ticket Time Sweep"," trigger covers exactly that case. Once an hour, DevStride walks every open ticket in your Service Desk, works out how long it has been since each of a handful of moments, and runs your automation on the tickets that match.",[1277,1278,1281,1282,1285,1286,1289],"alert",{"title":1279,"type":1280},"Requires Service Desk","info","Ticket Time Sweep only appears once Service Desk is enabled, and it only ever looks at ",[1265,1283,1284],{},"tickets"," — items with a requester attached. Ordinary work items are never swept. See ",[1287,1288,437],"a",{"href":438},".",[1291,1292,1294],"h2",{"id":1293},"the-automation-you-get-for-free-auto-close-solved-tickets","The automation you get for free: auto-close solved tickets",[1256,1296,1297],{},"When you enable Service Desk, DevStride creates one Ticket Time Sweep automation for you:",[1299,1300,1301],"blockquote",{},[1256,1302,1303,1306],{},[1265,1304,1305],{},"Close tickets that have been Solved for 4 days."," When it closes a ticket, the requester is emailed to let them know.",[1256,1308,1309,1310,1313],{},"This is the \"did we actually finish?\" safety net most desks end up building by hand. A ticket is marked Solved, the customer gets a few days to come back and say ",[1260,1311,1312],{},"\"actually, it's still broken\""," — and if they don't, the ticket closes itself and the customer is told.",[1256,1315,1316,1317,1319,1320,1323],{},"You'll find it on the ",[1265,1318,545],{}," page like any other automation. ",[1265,1321,1322],{},"It is yours to edit",": open it and change the 4-day threshold, add conditions, change the action, pause it, or delete it outright. Nothing recreates an automation you deliberately delete.",[1277,1325,1328,1343],{"title":1326,"type":1327},"If your desk already has tickets, it arrives switched OFF","tip",[1256,1329,1330,1331,1334,1335,1338,1339,1342],{},"The automation is only switched ",[1265,1332,1333],{},"on"," automatically for a ",[1260,1336,1337],{},"brand-new"," Service Desk — one with no tickets yet. A desk that already has a ticket history gets it ",[1265,1340,1341],{},"paused",", with a note asking an admin to review it first.",[1256,1344,1345,1346,1349],{},"That's deliberate, and it's the whole reason the rule exists: a desk with a long back catalogue of Solved tickets would otherwise close all of them at once, and email every one of those customers, the moment the automation started running. So if your Service Desk predates this release — or you simply turn Service Desk off and on again — read the conditions, decide you're happy with them, and ",[1260,1347,1348],{},"then"," enable it.",[1291,1351,1353],{"id":1352},"building-your-own","Building your own",[1256,1355,1356,1357,1359,1360,1362,1363,1365],{},"Create it like any other automation (see ",[1287,1358,551],{"href":552},"), and pick ",[1265,1361,1274],{}," under the ",[1265,1364,428],{}," trigger category.",[1256,1367,1368],{},"Four elapsed-time conditions are available on this trigger, each answering \"how long since…\":",[1370,1371,1372,1385],"table",{},[1373,1374,1375],"thead",{},[1376,1377,1378,1382],"tr",{},[1379,1380,1381],"th",{},"Condition",[1379,1383,1384],{},"Measures from",[1386,1387,1388,1399,1409,1423],"tbody",{},[1376,1389,1390,1396],{},[1391,1392,1393],"td",{},[1265,1394,1395],{},"Hours Since Created",[1391,1397,1398],{},"When the ticket was raised.",[1376,1400,1401,1406],{},[1391,1402,1403],{},[1265,1404,1405],{},"Hours Since Status Changed",[1391,1407,1408],{},"When the ticket last moved to its current status. (For a ticket that has never moved, this is its creation time — so the clock always runs.)",[1376,1410,1411,1416],{},[1391,1412,1413],{},[1265,1414,1415],{},"Hours Since Staff Reply",[1391,1417,1418,1419,1422],{},"Your team's last ",[1265,1420,1421],{},"public"," reply to the customer. Internal notes don't count — the customer never saw them.",[1376,1424,1425,1430],{},[1391,1426,1427],{},[1265,1428,1429],{},"Hours Since Customer Reply",[1391,1431,1432],{},"The customer's last reply.",[1256,1434,1435,1436,1439,1440,1443],{},"Each takes ",[1265,1437,1438],{},"is at least"," or ",[1265,1441,1442],{},"is less than",", a number of hours, and one more choice that matters more than it looks:",[1445,1446,1447,1454],"ul",{},[1448,1449,1450,1453],"li",{},[1265,1451,1452],{},"Calendar hours"," — wall-clock time. Nights and weekends count.",[1448,1455,1456,1459],{},[1265,1457,1458],{},"Business hours"," — only the hours your team is actually open (see below).",[1277,1461,1463,1464,1467,1468,1471],{"title":1462,"type":1280},"Hours Since Staff Reply, on a ticket nobody has ever answered","If your team has ",[1260,1465,1466],{},"never"," replied, \"Hours Since Staff Reply\" counts from when the ticket was ",[1265,1469,1470],{},"created",". That's the whole point of a first-response escalation — a ticket sitting unanswered for two days is the most urgent thing on the desk, and it would be perverse for the rule to skip it because there's no reply to measure from.",[1256,1473,1474,1475,1478],{},"You can combine these with the ordinary ticket conditions — ",[1265,1476,1477],{},"Customer Status",", priority, team, assignee, work type, tags, and so on — to scope a rule precisely.",[1480,1481,1483],"h3",{"id":1482},"some-rules-worth-building","Some rules worth building",[1256,1485,1486,1489,1490,1489,1493,1489,1496,1499,1500,1503],{},[1265,1487,1488],{},"First-response escalation."," ",[1260,1491,1492],{},"Hours Since Staff Reply is at least 8 (business hours)",[1265,1494,1495],{},"and",[1260,1497,1498],{},"Customer Status is equal to Open"," → ",[1265,1501,1502],{},"Send Notification"," to the support team. Nobody has answered this customer in a working day.",[1256,1505,1506,1489,1509,1489,1512,1489,1514,1499,1517,1520],{},[1265,1507,1508],{},"No-reply nudge.",[1260,1510,1511],{},"Hours Since Staff Reply is less than 1",[1265,1513,1495],{},[1260,1515,1516],{},"Hours Since Customer Reply is at least 168 (calendar)",[1265,1518,1519],{},"Send Customer Reply",": \"We're still waiting to hear back — let us know if you'd like us to keep this open.\" You answered; they went quiet.",[1256,1522,1523,1526,1527,1530],{},[1265,1524,1525],{},"Faster auto-close for a low-touch queue."," Duplicate the seeded auto-close automation, add a ",[1265,1528,1529],{},"Work Type"," condition, and drop the threshold to 24 hours for the queue where a solved ticket is very unlikely to come back.",[1277,1532,1535,1536,1539],{"title":1533,"type":1534},"An automation with no conditions is rejected","warning","A Ticket Time Sweep with no conditions doesn't mean \"match nothing\" — it means ",[1265,1537,1538],{},"match every open ticket, every hour",". With a closing or emailing action attached, that's your entire backlog closed and every customer emailed. DevStride refuses to save one, and asks for at least one condition.",[1256,1541,1542,1543,1546],{},"Each automation can fire ",[1265,1544,1545],{},"at most once per ticket per day",", so a rule that keeps matching — a first-response escalation on a ticket that stays unanswered — nudges once a day rather than once an hour.",[1291,1548,1458],{"id":1549},"business-hours",[1256,1551,1552,1553,1555],{},"An escalation that measures \"no reply in 8 hours\" against wall-clock time will fire at 3am on a Sunday for a ticket that arrived at 7pm on Saturday. That's why the ",[1265,1554,1458],{}," option exists — it counts only the hours your team is open, so eight business hours after a Friday afternoon ticket is Monday morning, not the weekend.",[1256,1557,1558,1559,1562,1563,1566,1567,1570],{},"Business hours come from a ",[1265,1560,1561],{},"Schedule"," — the same schedules SLA policies use. Set them up in ",[1265,1564,1565],{},"Settings → Service Desk → Schedules"," (",[1287,1568,1569],{"href":474},"Service Level Agreements"," covers them in full).",[1256,1572,1573,1574,1577],{},"When an automation asks for business hours, DevStride works out ",[1265,1575,1576],{},"which"," calendar to use, per ticket, in this order:",[1579,1580,1581,1591,1601],"ol",{},[1448,1582,1583,1586,1587,1590],{},[1265,1584,1585],{},"The owning team's schedule."," Set it on the team: ",[1265,1588,1589],{},"Settings → Teams → (edit a team) → Business Hours",". Your EMEA desk and your US desk keep their own hours, and each team's tickets are measured against its own.",[1448,1592,1593,1596,1597,1600],{},[1265,1594,1595],{},"The organization's default business schedule."," Set it in ",[1265,1598,1599],{},"Settings → Service Desk → Default business schedule",". Used for any ticket whose team has no schedule of its own.",[1448,1602,1603,1606],{},[1265,1604,1605],{},"Calendar time."," If neither applies, business-hours conditions count elapsed calendar time — nights and weekends included.",[1277,1608,1610,1611,1614],{"title":1609,"type":1327},"One desk, one schedule — you're already set","If your organization has exactly one schedule, it has been adopted as your default automatically, and every team inherits it. You only need to touch any of this when you have ",[1265,1612,1613],{},"more than one"," set of business hours to keep straight.",[1277,1616,1618],{"title":1617,"type":1534},"A schedule in use can't be deleted","DevStride refuses to delete a schedule that a team, the organization default, or an SLA policy still points at — and tells you what's still using it. Deleting it would silently switch those tickets to calendar time, and your overnight escalations would start firing overnight.",[1291,1620,1622],{"id":1621},"related","Related",[1445,1624,1625,1630,1635],{},[1448,1626,1627,1629],{},[1287,1628,551],{"href":552}," — the automation builder: triggers, conditions, actions.",[1448,1631,1632,1634],{},[1287,1633,473],{"href":474}," — schedules, response-time promises, and at-risk alerts.",[1448,1636,1637,1639],{},[1287,1638,453],{"href":454}," — customer statuses, replies, and the Solved → Closed lifecycle.",{"title":1641,"searchDepth":238,"depth":238,"links":1642},"",[1643,1644,1647,1648],{"id":1293,"depth":238,"text":1294},{"id":1352,"depth":238,"text":1353,"children":1645},[1646],{"id":1482,"depth":296,"text":1483},{"id":1549,"depth":238,"text":1458},{"id":1621,"depth":238,"text":1622},"Act on tickets based on how long something has taken — close solved tickets automatically, escalate a ticket nobody has answered, and nudge a customer who's gone quiet — measured against your real business hours.","md",null,{},true,{"title":477,"description":1649},"kPx7YItRMD1UloXjpLwavZes6fQinaYqUK4FOM95pIo",[1657,1659],{"title":473,"path":474,"stem":475,"description":1658,"children":-1},"Promise how fast your team responds to and resolves tickets, have DevStride track the clock against your real business hours, and get warned automatically before a promise is missed.",{"title":486,"path":487,"stem":488,"description":1660,"children":-1},"My Work is your personal, cross-project view of the items that are yours — choose what to show, work items in place, and shape and save the view to fit how you work.",1784911216199]