[New Bot] When a ticket is in the "Working Issue Now" status (equivalent to "In Progress") and it has been 45 minutes I would like a bot to start pinging the technician every 15 minutes

Summary: When a ticket is in the “Working Issue Now” status (equivalent to “In Progress”) and it has been 45 minutes I would like a bot to start pinging the technician every 15 minutes

What problem/s will this bot address? This will prevent tickets getting accidentally left in the working issue now status and wrecking out SLA stats. This will also help our technicians who struggle to keep an eye on the time to escalate the ticket when they are stuck.

Is there any dashboard that you are using today to address this problem? no

When should this bot be triggered? If working issue now status has broached 45 minutes, then send a message.

Where do you want to send the message? Teams - Specific User/s

Details of the message to be sent if the bot is triggered:

   What happened? Ticket has been left in a “Working Issue Now” status for over 45 minutes

   What should the recipient be asked to do? If there is no clear path to resolution escalate the ticket. If this is a mistake, update the ticket to the correct status.

   Why should the recipient do it? This assists with moving tickets to resolution in a timely manner and prevents tickets from being left in the incorrect status.

Suggest a name for this bot: Escalation Timer

Description of this bot: This bot prompts technicians to review their current ticket for escalation and if they are not currently working that ticket to update it to the correct status.

Priority: High

Hi Katie,

Thank you for your request.
We’ve created a ticket for your request. We’ve also assigned a team to work on your request. Here is your reference number HELP-4391 to check your update/progress of your request.


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