Timer-based Rules Configuration

overview timer based rules are automated processes that execute at regular, scheduled intervals, unlike event based rules which run instantly upon a trigger these rules are executed only on tickets that meet a defined set of conditions, making them ideal for monitoring ticket status, checking sla breaches, and performing time sensitive actions like escalation or notification key benefits sla enforcement automatically monitors time based metrics (e g , hours since creation, first response due) to ensure service level agreements are met proactive follow up enables scheduled actions like sending reminders to agents or customers after a period of inactivity scheduled maintenance allows for bulk actions, such as changing the status or priority of aging tickets at set intervals functionality timer based rules function by periodically scanning all tickets within the configured process and campaign and applying actions only to those that satisfy the conditions 1\ conditions (the criteria) conditions for timer based rules focus heavily on time elapsed since a specific event or on current ticket states condition category description key operators ticket time metrics elapsed time since various ticket life cycle events hour since created , hour since resolved , hour since unassigned , hour since first assigned , hour since reopened less than, greater than, (office hours) less than , (office hours) greater than sla due time elapsed time since an sla milestone was due hour since first response due , hour since first assign due , hour since ticket resolution due same time based operators as above response time time elapsed since the last response hour since agent responded , hour since requester responded same time based operators as above basic ticket fields filtering by queue , current time , media profile id , ticket status , and priority is, is not, greater than, less than, within (for time/numeric fields) text fields filtering by subject , requester email , and email cc contains, does not contain, ends with, starts with analytics/sentiment filtering by customer current sentiment , customer overall positive index , ticket heat index is, is not, greater than, less than, within message count filtering by requester message count , agent message count , and requester message count (today) same time based operators as above multiple conditions logic match any of the following (or logic) the rule applies if one or more conditions are matched match all of the following (and logic) the rule applies only when all conditions are matched 2\ actions (the outcome) actions are executed sequentially on all filtered tickets action description configuration assign/transfer assign ticket to agent or transfer ticket to queue select agent/queue and assignment logic ( available agent , any agent , etc ) escalate/priority escalate ticket , change priority via priority (increment/decrement), or set fixed priority via set priority (low/medium/high) select operator (true/false for escalate, increment/decrement for priority) set status/custom field set status or set custom field select the target field and provide the new value send email (various) notifications sent to agent, requester, supervisors, or all agents in queue configure media profile, subject, message body (supports placeholders) http action (webhook) triggers an external api refer to "http action" documentation set custom field using http action response updates a custom field using external api data requires preceding http action with the specific javascript in the post request script tab variables put("$thridpartycustomfielddata",responsestring); prerequisites administrator access required to create and manage rules defined process and campaign rules must be scoped to an existing process and campaign sla configuration (for time based metrics) time based conditions rely on properly configured office hours and slas usage instructions a create a new timer based rule click "add" to create a new rule provide a name and description select the process and campaign for rule applicability in the conditions section, click the add icon (+) to configure one or more conditions select the multiple conditions logic ( match any or match all ) in the actions section, click the add icon (+) to configure the actions to be executed click "save" to create the rule b manage rules edit select a rule, click the edit icon (pen), make changes, and click "save" delete select a rule, click the delete icon (trash can), and confirm with "yes" (note deleted rules cannot be retrieved) enable/disable click the toggle switch on a rule to change its status use "view disabled rules" to see all inactive rules related features/modules event based rule docid\ q1nhvusdmgb7j5x2socsz