Hi
I have a supervise rule set up to send me an email when a ticket hasn't been modified for 3 working days (26 Business Hours).
One of the criteria isn't working. I have requested for it to send me tickets that have a due date before the current time, but the rule is sending me notification on tickets with a due date in the future.
Here is the criteria and criteria pattern, please let me know how to fix this?
Business Hours: Normal Working Hours (set as 9-5.30 Mon-Fri)
Hours since modified is 26
AND Due Date is before Current Time
OR Due Date is empty
AND Ticked Closed Time is empty
AND Status is New
OR Status is On Hold
OR Status is Open
OR Status contains Waiting
OR Status is Escalated
Criteria Pattern=( ( ( ( ( ( ( ( 1 and 2 ) or 3 ) and 4 ) and 5 ) or 6 ) or 7 ) or 8 ) or 9 )