I am looking to create an automation rule to notify the assigned person if there has been no activity on his assigned case for x time. How do I prevent this rule from running over an over again an he gets an email every minute past the set time instead of every day or something like that
We have done the same thing with an automation rule that looks for tickets that have not been updated in 72 hours or more, it then sends an email to the assigned staffer notifying them of such, this will then update the ticket with the notification and resets the 72 hour timer for the ticket.
How would you reset that 72 hour timer?
Basically the rule itself does this with the email notification it sends out, this updates the ticket so it will not trigger again until 72 hours after that email (if the ticket still goes untouched)