Workflow or Automation Rule that fires based off the Date Modified Field
We are trying to implement a way to automatically close tickets with assigned workflows when the approver on the current step does not act on the ticket within 7 days.
The condition workflow step does not offer the Modified Date field as an option. Neither does the Automation Rules to my testing.
The scenario is: a user enters an access request ticket -> workflow automatically assigned -> workflow approver step for user's manager -> ops to grant access.
We are noticing a lot of managers are not approving tickets which results in severely old tickets that have to be manually followed up on and closed.
Is there any way to automate to track how long a ticket is untouched from the Date Modified field?
Answer (1)
Hi Katelyn,
There's no way to base a Workflow Condition Step on the modified date, unfortunately. You could probably execute a Timer Step at the same time as the Approval and wait X days then evaluate the status of the ticket, but it'd probably be better to just setup the Approval Step to keep reminding the Resp on a schedule.
Automation Rules only evaluate at the time of ticket creation, so that wouldn't really help in this scenario.
Best,
Brittany Renn
TDX Support