Implemented 4/10/2025 Sylvain CORTET

8

Votes

Automation Rules - Increment a Number (Close when x Reminders are made on a ticket)

Hello

We have a lot of categories and Global autoclose policy is to aggressive for our usage if we cannot control that x reminders have been sent to our customers.

The goal is to implement autoclose policy when 4 reminders have been sent each week or the ticket has no response from user since 1 month.

Like this idea https://support.jitbit.com/Ideas/30396. I can't use rule with "ticket have not been updated from 30min or more", because automation rule updated it for Reminders.

1/ Increment a hidden custom field "Autoclose counter" value during automation rule, but "+1" value is not possible when using "Set Custom Field Value" in automation rule.

Objective : When 4 number is reached on custom fields => Automation rule is triggered.

Thanks for your help.

Johnny Chin 5/22/2025 11:09 AM

We ended up using a bunch of automation rules as a "workaround".
if inactive for > 90d
if inactive for > 60d
etc.
in that order (longest inactivity to least)
and having it call another trigger to send notifications

Alex 11/23/2025 4:49 PM Tech

We're adding an "increment" option to "set custom field" automation rule (for numeric fields). So you can simply create a private numeric custom field that can be incremented.

Sylvain CORTET 11/24/2025 6:40 AM

Hello
Thank you for responding positively to this request.
In which Jitbit version will this feature be deployed?