Time Rules

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


    List of "Apply when" rule triggers

    Ticket Older Than
    Ticked older than
    Description:
    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 Status Changed Older Than
    Ticked status changed older than
    Description:
    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 Due In Less Than
    Ticked due in less than
    Description:
    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.

    Ticket Overdue More Than
    Ticked overdue more than
    Description:
    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.

    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 Than

    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


    List of time rule 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

    General conditions - available for every "Apply when" trigger:

    Current Date
    current date
    Description:
    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 Day
    current day
    Description:
    Using this condition, you are able to define an exact day/days when the rule should be triggered.
     
    Further Option:
    Further option goes here...

    Current Time
    current time
    Description:
    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.

    Customer Group
    customer group
    Description:
    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.
     
    Requested By
    requested by
    Description:
    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).
     
    Requester Company Is
    requester company is
    Description:
    Using this condition, you are able to specify the company that the customer should be assigned with, in order to trigger the rule.
     
    Ticket Assigned
    ticket assigned
    Description:
    Using this condition, you are able to specify the ticket relation (assignment) with agents.
     
    Ticket Created
    ticket created
    Description:
    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 Deleted
    ticket deleted
    Description:
    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 Department
    ticket department
    Description:
    Using this condition, you are able to specify the department where the ticket should or should not be assigned.
     
    Ticket Priority
    ticket priority
    Description:
    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 Sla Level
    ticket SLA level
    Description:
    Using this condition, you are able to define the required SLA level of a ticket.
     
    Ticket Start Referrer Url
    ticket start referrer URL
    Description:
    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 Status Changed
    ticket status changed
    Description:
    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 Status
    ticket status
    Description:
    Using this condition, you are able to specify the required ticket status in order to trigger the rule.
     
    Ticket Tags
    ticket tags
    Description:
    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.
     
    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

    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


    List of time rule actions:

    Add Custom Field Value
    Add custom field value
    Description:
    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 Note
    Add note
    Description:
    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.

    Add Tag
    Add tag
    Description:
    This action adds TAG/TAGs if the ticket meets the rule's condition.
     
    Change Requesters groups
    Change requester's groups
    Description:
    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 Rule Execution
    Change rule execution
    Description:
    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 Sla Level
    Change SLA level
    Description:
    This action changes the SLA level of the ticket.
     
    Change Ticket Priority
    Change ticket priority
    Description:
    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

    Change Ticket Subject
    Change ticket subject
    Description:
    This action changes the subject of the ticket to a pre-defined value if the ticket meets rule conditions.
     
    Delete Custom Field Values
    Delete custom field values
    Description:
    This action deletes the chosen custom field value of the ticket that meets rule conditions.
     
    Delete Ticket
    Delete ticket
    Description:
    This action deletes the ticket.
     
    HTTP request
    HTTP request
    Description:
    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 Answered
    Mark as answered
    Description:
    This action changes the status of ticket to "Answered".
     
    Further Option
    It is possible to add an attachment if needed.

    Mark As Not Spam
    Mark as not spam
    Description:
    This action changes the status of a ticket from "Spam" to "Open".
     
    Mark As Spam
    Mark as spam
    Description:
    This action markes the ticket as spam.
     
    Merge Into
    Merge into
    Description:
    This action merges the ticket with a pre-defined one.
     
    Further Option
    You are able to merger also both tickets' TAGs and/or recipients.

    Modify Ticket Recipients
    Modify ticket recipients
    Description:
    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.

    Postpone Ticket
    Postpone ticket
    Description:
    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.

    Purge Ticket And Stop Rules Execution
    Purge ticket and stop rules execution
    Description:
    This action purges a ticket (irreversible action) if it meets rule conditions, and prevent from executing other rules for this run.
     
    Remove Tag
    Remove tag
    Description:
    This action removes a specific TAG.
     
    Reopen Ticket
    Reopen ticket
    Description:
    This action changes the ticket status to "Open".
     
    Further Option
    It is possible to add a note and/or an attachment.

    Resolve Ticket
    Resolve ticket
    Description:
    This action changes the ticket status to "Resolved".
     
    Further Option
    It is possible to add a note and/or an attachment.

    Send Answer
    Send answer
    Description:
    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 Mail
    Send mail
    Description:
    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.


    Send Notification
    Send notification
    Description:
    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.

    Sned Slack Message
    Send Slack message
    Description:
    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.

    Stop Other Rules
    Stop other rules
    Description:
    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.

     
    Transfer Ticket
    Transfer ticket
    Description:
    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.

    Undelete Ticket
    Undelete ticket
    Description:
    This action changes the status of a ticket from "Deleted" to "Open".
     
    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 top

 

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