Customer add comment - when agent not available or off

[Sampath]

Team 

I need help on this...

- when Agent not available - customer update the comment in the ticket - no response long time - here i need to set rule - automation response stated "agent shift ends  pls contact XXXX" - how to set up..pls any help on this rule share it

thanks

[Mark Segall]

Hi @Sampath - Here's a rule that should do the trick:

Quick explanation...

The rule triggers when comment is added.  From there, the current hour is captured in a variable (second screenshot).  Then, an advanced condition verifies whether that hour is greater than 17 (5:00 PM) and adds a comment.  You'll just need to adjust the time zone parameter in the variable and the desired end of day hour for your needs.

Here's the variable so you can copy/paste:

{{comment.created.convertToTimeZone("America/Los_Angeles").format("H")}}

[Sampath]

@Mark Segall 

Thanks .. Great to share this steps thanks for all your support and guidance . i will check and update 

Some option like comment is the main section / create variables couldn't found

[Mark Segall]

Oh sorry didn't catch that you're on server.  Instead of using the variable, you could just put the smart value directly into the advanced compare like this:

[Sampath]

@Mark Segall Thanks again for your valuable support . PF rule set up and advise is this correct?

here i want to check in 5 minutes is this correct : 

{{comment.created.convertToTimeZone(“India/Chennai”).format(“M”)}} 

and we need to give the current time is 21:00

[Mark Segall]

You changed the format to use "M" which is month.  "H" is hour in the 24-hour format.  

[Sampath]

Hi @Mark Segall 

Oh ok then {{comment.created.convertToTimeZone(“India/Chennai”).format(“H”)}} 

currently time is 22:00 after hour i can check the comment status

[Sampath]

@Mark Segall  @Jack Brickey 

any advise or step pls

[Sampath]

@Mark Segall