Creating Time-Based Automations

Time-based automation performs supported actions when time-related conditions become true.

When to use time-based automation

It can be useful for workflows such as:

• follow-up after a waiting period
• escalation when a deadline approaches
• handling tickets that remain in a state too long
• other scheduled service rules

Time conditions

Use the supported date, age, or business-time conditions appropriate to the workflow.

Avoid repeated execution

A time-based rule should be designed so the same ticket does not receive an unintended action every time the scheduler evaluates it.

Ticket state

Include conditions that confirm the ticket is still in the state that requires the action.

Testing

Test tickets before, at, and after the relevant time boundary.

Good practices

Be especially careful with notifications and reassignment actions because repeated time-based execution can create noise or ownership instability.