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Automation Rules Not Working


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)



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.