What are automations?

Automations allow actions to be taken on tickets automatically. They can send alert emails or escalate tickets based on some conditions on the ticket. For example: - A ticket has not been updated in 5 days, and is in 'Open' status > Send email to ticket assignee and manager and escalate to 'Urgent'. - A ticket has been in 'Solved' status for 7 days with no update from user > Change ticket to 'Closed'. - A ticket has been in 'Information Requested' status for 3 days > Send email to ticket submitter.
Published on: 2013-09-13
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