Spotter Scenario: Reduce Delays in Ticket Handling

Use the "Reduce delays in ticket handling" Spotter Scenario to apply actions when a ticket has been in the "Investigating" status for too long. You set the duration in which tickets can be in this status before custom actions take place.  
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions. 

To activate this Scenario:

  1. Click the Spotter icon  in the side panel on the left.
  2. Click the Pre-Made Scenarios tab at the bottom to expand it.
  3. Select the Reduce delays in ticket handling Scenario.
  1. (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
  2. Set the amount of time in which tickets can be in the Investigating status before the Then actions are triggered:
    1. Click time duration in the If condition.
    2. Enter the time duration then click the checkmark .
  3. (Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:
7.  Set the Then action(s) that will occur when the If condition is met:
8.  (Optional) Click + Add Action and select another Then action that will occur:
9.  (Optional) Click Apply to snoozed tickets to apply this Scenario to snoozed tickets.
10.  Click Save & Activate.

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