Hello! I've read a couple of articles and posts regarding this situation but I havent been successful myself and was hoping someone could explain where I've gone wrong!
Ask: We want to auto resolve Priority 2 and 3 incidents that have had the status (State) On Hold (On Hold Reason) Awaiting caller for 7 days. If true, the state would change to Resolved, the Resolution code would be "Do Not Send Email Notification" and the Resolution Notes would be "Auto Resolution: awaiting user response.
Im having issues in test where tickets that meet the conditions have not changed and I think it has something to do with this trigger section: Maybe the update part? Doesn't handle pre-existing tickets?
This is the remainder of the flow:
Any help is appreciated!
Also now the code is automatically resolving an incident the minute it's status changes to match the criteria and forgoing the duration requirement (we changed it to 15min for test purposes)
