Mark Ticket as Due after 24 Hours

[Aaviii]

I have a requirement to mark ticket as Due if ticket is in New state for more than 2 days excluding Weekends. What configuration I need to do to achieve this?

[Ankur Bawiskar]

@Aaviii 

you can use daily scheduled job and see what's the last updated time and if it's more than 2 days excluding weekends then mark the ticket as Due

what script did you try so far?

1) get the sys_updated_on

2) get the current date

3) subtract the dates and exclude weekends

4) if day count is more than 2 then mark ticket as Due

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Aaviii]

@Ankur Bawiskar Can we Utilize SLA's to achieve this?

[Ankur Bawiskar]

@Aaviii 

yes create a SLA based on your duration and schedule (exclude weekends).

But remember you will require lot of components to be created

then use flow designer to see if the SLA is breached and if yes then update the status of ticket to Due

Start Condition: New

Stop Condition: State Changes from New

If my response helped please mark it correct and close the thread so that it benefits future readers.