At times the time trigger rule does not run on tickets even though the rule conditions are met. Below is an example of how to check such a scenario.
Rule configuration:
Ticket activities:
We can see that the ticket was set to the Status ‘Resolved-Send Survey’ on Apr 27 2:07 AM IST. So the rule is expected to run on the ticket on Apr 29 around 2:07AM IST. But we can see that the rule did not run.
We would need to check supervisor logs for the day on which the rule was expected to run.
Search query: "ruleID" AND "tickets=[]"
Above screenshot shows the time trigger executions around the time at which the rule was supposed to pick the ticket.
For the execution at 03:38 AM IST, we see the tickets satisfying the conditions in the time range 2021-04-26 22:17:59, 15, 2021-04-26 21:17:59 UTC are being picked
For the executions at 01:49 AM IST, we see the tickets satisfying the conditions in the time range 2021-04-26 UTC 20:19:53 and 2021-04-26 19:19:53 UTC are being picked.
From the above two log statements we can see that the time range between 2021-04-26 UTC 20:19:53 UTC and 2021-04-26 21:17:59 UTC is not being considered, i.e. 1:49 AM IST to 2:47 AM IST.
So all the tickets on which the rule was supposed to run between 1:49 AM IST to 2:47 AM are not being picked by the rule.
This happens due to an infra limitation at our end and the workaround here is to increase the time gap in the rule conditions. Instead of having >48 hours and <49 hours, we can ask the customer to change it <50 hours so that the ticket can get picked in the next run.
L6 for this: https://freshworks.freshrelease.com/ws/FD/tasks/FD-64007