Spotter Scenario: Take Care of Tickets Pending for Too Long

Automatically apply actions on tickets that have been in the "Pending" status for a specific amount of time. With the "Take care of tickets pending for too long" Spotter Scenario, you determine the time trigger, and the resulting actions. You can add more ticket-based conditions and choose between several actions to take. 
Note:
  • By default, this Scenario is enabled in your account and set to close tickets that have been pending for 3 days.
  • When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed. 
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 Take care of tickets pending for too long 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 If condition that must be met before the Then actions are triggered:
    1. Click time period in the If condition.
    2. Enter the time period in which tickets can be in the Pending status before triggering the Then action(s). 
    3. Press Enter on your keyboard.
  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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