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Automation Rules Not Working


#1

hi there,

I have set an automation rule that should send an email notification to staff if a request has been unattended for more than 4 hours. The conditions I have set are:

Minutes since last update > greater than > 240
Open/Closed > Open

Action > Send notification to > assigned staffer

Should there be anything else that I need to attach to this? I am sure that the email addresses of the staff are correct everything else seems to make sense.

Thanks, (again)

Jon


#2

Hi Jon,

Most likely you haven’t setup tasks2.php to be called. The automation rules only run when the tasks2.php script runs. You need to set up this script via cron/automated tasks just like tasks.php for email. The only difference is that you’ll want to set the script to run once an hour or so depending on your needs.