Good morning,
First off i'd like to mention that i was reviewing your similar thread regarding "Updating SLA Status with custom rule based on time". I'm looking for something very similar but am unable to get it to work in the Custom Rule Wizard.

My priorities are named and colored as follows under the Value customization tool:
<6 hours
6 hours-24 hours
24 hours- 48 hours
>48 hours

With my tickets defaulting at <6 hours and in an opened status i would like after the ticket hits the 6hours and 1 minute for the priority to change to 6 hours-24 hours . Then after the ticket hits the 24 hours and 1 minute for the priority to change to 24 hours- 48 hours , and finally after a ticket has been in the open status for over 48 hours i would like the priority to change to >48 hours.

I understand that this will probably need multiple custom rules and are prepared to create each rule, however i've been trying to create these rules under the Custom Rule wizard and so far have been unable to make it work.

Please help!
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  • Did you ever find what you were looking for?
    • No, i did not.
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