Auto reply messages

[Lucas de Souza]

Hey everyone I hope you are doing well today.

I tried to fix it but I did not find the error and it is in production already :S

I have 3 automation systems that should send users a reminder if they do not reply on the issue within 2 and 5 days e.g.

1 - (project in (xxx)) AND (status = pending OR status = "waiting for customer" AND status changed before -2d) - this automation should send an email to the user saying they have to comment on the ticket (it is a schedule automation every day at 8 am it runs) but it is sending an email after 1 day instead of 2 days.

2 - project = XXX AND status = "Waiting for approval" AND NOT status changed AFTER -2d AND createdDate <= -2d - this one should send an email to the approver if it is not approved within 2 days but unfortunately it does not do anything.

3 - (project in (XXX)) AND ( status = Pending OR status = "waiting for customer" AND status changed before -5d) - this one should resolve the ticket if the user does not reply within 5 days.

Would someone know where I am mistaken? 

Thanks a lot.

[Kris Dewachter]

Hi @Lucas de Souza ,

Can you try

1. project in (xxx) AND status in ("pending", "waiting for customer") AND status changed before -2d

2. project = XXX AND status = "Waiting for approval" AND NOT status changed AFTER -2d

3. project = XXX AND status in ("Pending", "waiting for customer") AND status changed before -5d)

Best regards,

Kris