Time Rules are special rules that are not action-triggered, but instead are time conditional. Time Rules run on the background in intervals and check if the conditions are met. If the result is positive, the rule is executed.
Intervals for Time Rules
The intervals for checking if Time Rule conditions are met run in the background of LiveAgent and are performed by the Cron job file. The pre-set value for Time rule interval is 1 minute. We recommend to set this value for not less than 5 minutes.
Time Rules Video Setup
If you prefer video instructions over text, watch the video below:
Time Rules Setup
Step 1: Navigate to Configuration --> Automation --> Time Rules
Step 2: Click on Create. Name your new Time Rule with a unique name. Setup the "Apply when" parameter by choosing one of the available options.
- Agent Left Ticket Agent Opened Ticket Agent Rated Chat Started Incoming Call Started Message Added Message Group Added Outbox Mail Status Changed Queue Lenght Changed Ticket Created From Email Ticket Created Ticket Relation Created Ticket Status Changed Ticket Tags Changed Ticket Transferred
Ticket Older Than
List of "Apply when" rule triggersTicket Status Changed Older ThanTicked older thanDescription:
The rule takes action if a ticket is older than the specified time (created the specified time ago).
Use Case Example:
Let's say you wish to be notified about a ticket that has not been resolved within a required time range. You would need to use this time rule trigger.
Ticket Due In Less ThanTicked status changed older thanDescription:
The rule takes action if the last status change has been done a longer than the specified time ago.
Use Case Example:
Let's say you wish to follow up on tickets where the customer did not respond within a required time range. You would need to use this time rule trigger.
Ticket Overdue More ThanTicked due in less thanDescription:
The rule takes action if the ticket is going to reach its SLA within the defined time range.
Use Case Example:
Let's say you wish to TAG or somehow highlight a VIP ticket if it is about to be overdue. You would need to use this time rule trigger.
Agent Left Ticket Agent Opened Ticket Agent Rated Chat Started Incoming Call Started Message Added Message Group Added Outbox Mail Status Changed Queue Lenght Changed Ticket Created From Email Ticket Created Ticket Relation Created Ticket Status Changed Ticket Tags Changed Ticket Transferred Ticket Older Than Ticket Status Changed Older Than Ticket Due In Less Than Ticket Overdue More ThanTicked overdue more thanDescription:
The rule takes action if a ticket is already overdue by a specified time.
Use Case Example:
Let's say you wish to investigate overdue tickets on your own. You would need to use this time rule trigger.
Example of Time Rule that will add tag "Urgent" when a ticket is overdue more than 12 hours.
Step 3 (Optional): Add conditions - if you want to specify your Time Rule execution more accurately, you can add additional conditions.
Action Initiator Assigned Agent Status Context Variable Created From Contact Widget Current Date Current Day Current Time Custom Field Customer Group Ip Of Visitor Last Message Logged In User Role Requested By Requester Company Is Requester Is From Ticket Assigned Ticket Changed Ticket Created Ticket Deleted Ticket Department Ticket Priority Ticket SLA Level Ticket Source Ticket Start Referrer URL Ticket Status Ticket Subject Ticket Tags Agent Rating Type To Number From Number Message Group Type Added By User Role Message Group Type Created Scheduled Status Subject TO Recipients CC Recipients BCC Recipients Error Message Last Retry Retry Number Tickets Queue Length Calls Queue Length Chats Queue Length Queue Department Email Body Email Subject Email From Email To Email CC Email BCC Email Header Relation Type New Status Old Status Ticket Tag
Action Initiator Assigned Agent Status Context Variable Created From Contact Widget Current Date Current Day Current Time Custom Field Customer Group Ip Of Visitor Last Message Logged In User Role Requested By Requester Company Is Requester Is From Ticket Assigned Ticket Changed Ticket Created Ticket Deleted Ticket Department Ticket Priority Ticket SLA Level Ticket Source Ticket Start Referrer URL Ticket Status Ticket Subject Ticket Tags
List of time rule conditionsAction Initiator Assigned Agent Status Context Variable Created From Contact Widget Current Date Current Day Current Time Custom Field Customer Group Ip Of Visitor Last Message Logged In User Role Requested By Requester Company Is Requester Is From Ticket Assigned Ticket Changed Ticket Created Ticket Deleted Ticket Department Ticket Priority Ticket SLA Level Ticket Source Ticket Start Referrer URL Ticket Status Ticket Subject Ticket Tags Agent Rating Type To Number From Number Message Group Type Added By User Role Message Group Type Created Scheduled Status Subject TO Recipients CC Recipients BCC Recipients Error Message Last Retry Retry Number Tickets Queue Length Calls Queue Length Chats Queue Length Queue Department Email Body Email Subject Email From Email To Email CC Email BCC Email Header Relation Type New Status Old Status Ticket TagGeneral conditions - available for every "Apply when" trigger:
Current DateCurrent Daycurrent dateDescription:
Using this condition, you are able to define an exact date or date range/ranges within which the rule should be triggered.
Further Option:
You are able to define multiple dates or date ranges using the "Add condition group" option that works as an OR operator.
Current Timecurrent dayDescription:
Using this condition, you are able to define an exact day/days when the rule should be triggered.
Further Option:
Further option goes here...
Customer Groupcurrent timeDescription:
Using this condition, you are able to define an exact time or time range/ranges within which the rule should be triggered.
Further Option:
You are able to define multiple times or times ranges using the "Add condition group" option that works as an OR operator.
Requested Bycustomer groupDescription:
Using this condition, you are able to choose whether the customer (requester of the ticket) should or should not belong to a customer group in order to trigger the rule.
Requester Company Isrequested byDescription:
Using this condition, you are able to specify the requester of the ticket (from whom the email should be to trigger the rule - customer's email address).
Ticket Assignedrequester company isDescription:
Using this condition, you are able to specify the company that the customer should be assigned with, in order to trigger the rule.
Ticket Createdticket assignedDescription:
Using this condition, you are able to specify the ticket relation (assignment) with agents.
Ticket Deletedticket createdDescription:
Using this condition, it is possible to defined the timerange in within the ticket had to be created in order to trigger the rule.
Ticket Departmentticket deletedDescription:
Using this condition, it is possible to defined the timerange in within the ticket had to be deleted in order to trigger the rule.
Ticket Priorityticket departmentDescription:
Using this condition, you are able to specify the department where the ticket should or should not be assigned.
Ticket Sla Levelticket priorityDescription:
Using this condition, you are able to specify ticket´s priority.
Further Option:
It is possible to choose between several priority levels - The highest priority: 64; The lowest priority: 1/64
Ticket Start Referrer Urlticket SLA levelDescription:
Using this condition, you are able to define the required SLA level of a ticket.
Ticket Status Changedticket start referrer URLDescription:
Using this condition, you are able to fully or partly specify the URL where the customer requested a ticket/chat/call.
Further Option:
This condition works with embeded forms (contact forms, chat/call/invitation buttons, etc...)
Ticket Statusticket status changedDescription:
Using this condition, it is possible to defined the timerange in within the ticket (ticket´s status) should be changed in order to trigger the rule.
Ticket Tagsticket statusDescription:
Using this condition, you are able to specify the required ticket status in order to trigger the rule.
ticket tagsDescription:
Using this condition, you are able to fully or partly specify which TAGs should or should not be added to the ticket in order to trigger the rule.
Step 4: Perform action - Set the action that you want to execute when conditions are met.
Add Custom Field Value Add Note Add Tag Change Requester's Groups Change Rule Execution Change SLA Level Change Ticket Priority Change Ticket Subject Delete Custom Field Values Delete Ticket HTTP Request Mark As Answered Mark As Not Spam Mark As Spam Merge Into Modify Ticket Recipients Postpone Ticket Purge Ticket And Stop Rules Execution Remove Tag Reopen Ticket Resolve Ticket Send Answer Send Mail Send Notification Send Slack Message Stop Other Rules Transfer Ticket Undelete Ticket Add Chat Message Change IVR Forward Email To
Add Custom Field Value
List of time rule actions:Add NoteAdd custom field valueDescription:
This action fills your custom customer or contact field with an exact value or any value from the context that matches your regular expression.
Further Option
It is possible to choose between an exact value (defined on your own right within the rule) or any value from the context that matches your regular expression (defined in the rule).
Add TagAdd noteDescription:
This actions adds a pre-defined note to a ticket that meets the rule's condition.
Further Option
It is possible to include also pre-defined attachment.
Change Requesters groupsAdd tagDescription:
This action adds TAG/TAGs if the ticket meets the rule's condition.
Change Rule ExecutionChange requester's groupsDescription:
This action adds/removes the requester (customer) into/from a defined customer group.
Further Option
It is possible to choose whether to add or remove the customer.
Change Sla LevelChange rule executionDescription:
Using this action you are able to affect the execution of futher rules (regardless of the trigger category).
Further Option
It is possible to choose between multiple types of changes in the executions
Change Ticket PriorityChange SLA levelDescription:
This action changes the SLA level of the ticket.
Change Ticket SubjectChange ticket priorityDescription:
This action increases or decreases the priority of a ticket if the rule's condition is met.
Further Option
It is possible to choose between several priority levels - The highest priority: 64; The lowest priority: 1/64
Delete Custom Field ValuesChange ticket subjectDescription:
This action changes the subject of the ticket to a pre-defined value if the ticket meets rule conditions.
Delete TicketDelete custom field valuesDescription:
This action deletes the chosen custom field value of the ticket that meets rule conditions.
HTTP requestDelete ticketDescription:
This action deletes the ticket.
Mark As AnsweredHTTP requestDescription:
This action sends an pre-defined HTTP request if the ticket meets rule conditions.
Further Option
It is possible to defined the postback/callback URL, HTTP Method, HTTP Header, HTTP Body, and Encoding. You also able to include available variables.
Mark As Not SpamMark as answeredDescription:
This action changes the status of ticket to "Answered".
Further Option
It is possible to add an attachment if needed.
Mark As SpamMark as not spamDescription:
This action changes the status of a ticket from "Spam" to "Open".
Merge IntoMark as spamDescription:
This action markes the ticket as spam.
Modify Ticket RecipientsMerge intoDescription:
This action merges the ticket with a pre-defined one.
Further Option
You are able to merger also both tickets' TAGs and/or recipients.
Postpone TicketModify ticket recipientsDescription:
This action adjusts ticket's list of recipients (participants).
Further Option
Is is possible to add specific TO, CC or BCC recipients, or remove a specific or all TO, CC or BCC recipients.
Purge Ticket And Stop Rules ExecutionPostpone ticketDescription:
This action postpones ticket by a pre-defined amount of time.
Further Option
It is possible choose between default postpone values or define a custom postpone time. Furthermore, you are able to add a note and/or an attachment.
Remove TagPurge ticket and stop rules executionDescription:
This action purges a ticket (irreversible action) if it meets rule conditions, and prevent from executing other rules for this run.
Reopen TicketRemove tagDescription:
This action removes a specific TAG.
Resolve TicketReopen ticketDescription:
This action changes the ticket status to "Open".
Further Option
It is possible to add a note and/or an attachment.
Send AnswerResolve ticketDescription:
This action changes the ticket status to "Resolved".
Further Option
It is possible to add a note and/or an attachment.
Send MailSend answerDescription:
This action sends an automatic response/answer to the requester of the ticket. In most of the cases, this action is used with the "Ticket created" or "Ticket created from email" trigger. For more details regarding this action, please, visit the following article.
Further Option
You are able to add an attachment and/or variable, and define the "From name", "Subject" and the "Message" of this response. Furthermore, you are able to compose the response as a simple plain-text email or an advanced HTML-based email.We recommend checking the "Keep ticket state" option to keep the ticket opened for your agents!
Send NotificationSend mailDescription:
This action sends an automatic email to any pre-defined recipient (requester, admin, external email, etc...). In most of the cases, this action is used with the "Ticket created" or "Ticket created from email" trigger. For more details regarding the difference between this and the "Send answer" action, please, visit the following article.
Further Option
You are able to add an attachment and/or variable, and define the "From", "TO", "CC" and "BCC" mail accounts, "Subject" and the email "Body". Furthermore, you are able to compose the body as a simple plain-text email or an advanced HTML-based email.We Do Not recommend using this action for you auto-responder rule! More details here.
Sned Slack MessageSend notificationDescription:
This action triggers a visual notification.
Further Option
It is possible to define the list of recipients of this notification, the type of the notification and also the message including variables.
Stop Other RulesSend Slack messageDescription:
This action is only available with connected slack account and it sends a message to a chosen slack user or channel.
Further Option
It is possible to include variables in the message.
Transfer TicketStop other rulesDescription:
This action stops further/upcoming rules, but only within the same trigger category. So, for example, if this action is triggered by the "Ticket tags changed", it won't stop other rules with a different trigger, but only upcoming rules within the same trigger.Double-check the position of this particular rule within the same trigger category (list of rules) in order to stop the rule execution in the correct moment.
Undelete TicketTransfer ticketDescription:
This action transfers the ticket that meets rule conditions to a pre-defined department and/or assigns the ticket to a pre-defined user (agent, admin, owner).
Further Option
It is possible to defined a transfer note and/or add an attachment. The "Keep ticket status" option prevents from changing the status to "Open" if needed.
Add Custom Field Value Add Note Add Tag Change Requester's Groups Change Rule Execution Change SLA Level Change Ticket Priority Change Ticket Subject Delete Custom Field Values Delete Ticket HTTP Request Mark As Answered Mark As Not Spam Mark As Spam Merge Into Modify Ticket Recipients Postpone Ticket Purge Ticket And Stop Rules Execution Remove Tag Reopen Ticket Resolve Ticket Send Answer Send Mail Send Notification Send Slack Message Stop Other Rules Transfer Ticket Undelete Ticket Add Chat Message Change IVR Forward Email To Back to the topUndelete ticketDescription:
This action changes the status of a ticket from "Deleted" to "Open".