Hello, I hope someone will be able to help me.
Is there proper way to create custom notification (trigger) that will fire one time when SLA hit 1 hour mark (or any kind of time mark)? I checked all triggers, but none of them worked.
If i use Scheduler - it’s not fire once, but every run. The only workaround i was able to find is to use tags, so Scheduler will ignore already worked on tickets, but maybe someone know proper way to do Notification about soon-to-expire SLA based on Triggers and not Schedulers?
And that’s correct, because:
Schedulers do act like “cronjobs” and technically can’t differentiate if your ticket was touched before (and isn’t supposed to be anymore).
So using a tag or object to remember not to is exactly what you’ll want to do here.
By the way:
Roughly 10-15 minutes before SLA escalation Zammad will notify your agents based on their notification settings.