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Users can submit a ticket notifying us that they will be traveling aboard and would like their accounts to work outside the US. When submitting their ticket, they fill out “Leave” and a “Return” custom fields. These custom fields have the Field type: Date.

I’m writing a Scheduled rule that checks the “Issue type” and “Date Returning” fields. If the return date was last week, an email should be send an email to the assigned Agent letting them know to remove the user from the group allowing outside the US access.

However, the scheduled rule appears to ignore the “Date Returning” value.

 

It says the rule will match with 58 tickets which is the total number of tickets with this Issue Type, not the number with the Return Date.

Any thoughts on why this doesn’t work?

@davecarty Thank you for submitting your question. Can you give me a specific ticket number so I can try recreating this? 

HI @Kathryn Carter,

It’s not really ticket specific. The screenshots are from creating the rule.

If there are more than 1 “Date” fields that you need the rule to match against, you need to use an “OR When” and put each date field individually, otherwise it will cause issues. From the screen shot it doesn’t look like a specific custom date field is called out unless it is named “Dates”. I have something similar set up for my account tickets that fires on a daily basis, you can see my example I have set up below. My custom date field is “Effective Transfer Dates”, but it is a single field that the HR team enters when putting in a transfer ticket.

 

 

@TAnders Beat me to it with his own example! Love to see the collaboration!

@davecarty Let me know if this works for you and if not, I can work on getting another set of eyes on it. 

@TAnders, the custom field is called “Date”

 

In your example, there are 16,050 matching tickets. Is that true?

@TAnders, the custom field is called “Date”

 

In your example, there are 16,050 matching tickets. Is that true?

I think it matches against the schedule for displaying that notice, not the actual filtered field, since that is like the total number of tickets we have made ever.

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