According to the Modified: date and time, a change has taken place. This is not due to anything the owner or submitter has done to the ticket. For example this may change on the weekend when nobody is around. The rules do not fire off such as waiting on customer changing to waiting overdue, because the clock is reset when the ticket gets modified. Any suggestions?

 

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I'm not sure I have an answer for you but I am curious why you tagged this with "Systems Management".

To verify that none of your rules are changing the ticket you can have your rules add a comment to the ticket indicating the change they made. I have started doing this as a standard practice for any custom rules I create.

Answered 10/08/2012 by: chucksteel
Red Belt

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