to find tickets that have been updated in the last 21 minutes. This has always included tickets which have had custom fields updated within that time frame as well.
However, recently, custom fields are no longer having an effect on what time the Ticket was most recently updated. Our AutoClose feature is no longer working correctly because changes to the custom field we use to monitor the status of relevant data are no longer causing the ticket to be considered recently updated. Only changes to default ticket fields such as subject, body, comments, requester etc are causing the ticket to be considered recently updated.
Is anyone else experiencing this issue, or something similar?
I may need to simulate this to understand and study the updated_since behaviour. However, for your use case, you could consider using Ticket Update Automation to close the ticket immediately or leverage the Hourly Trigger to check the condition and close the ticket.
Please see if this approach works for you. In the meantime, I’ll look into the updated_since behavior.
I appreciate your response. I have looked into the Automations feature in Freshdesk. Unfortunately it is not robust enough for this use case.
The automations I mentioned earlier are Powershell functions that check tickets through an API. We use Regular Expressions to check the contents of a custom field to ensure our workflow numbers are all in the “Completed” status. This custom field is updated by a separate powershell function.
The Automations feature in Freshdesk does not seem to be able to be triggered by a change in a custom field. I did not see that option when setting up a new FD Automation.
In addition, the Conditions portion of the Automation did include the custom field we want to check, but the “Is”, “Contains”, “starts with” etc. are not robust enough to work with the current way this field is populated.
We could probably get this to work if we made some more substantial changes to our Powershell automations, but before moving forward with that I think I will wait ti hear back from Support on whether the “updated_since” field is still working as intended with updates to custom fields.