The "Hours since.." parameter indicates the time taken since an event has occurred in hours. You could set up a Supervisor rule using any the below "Hours since.." condition and automatically execute the required action : 

  • Hours since created 
  • Hours since pending 
  • Hours since resolved 
  • Hours since closed 
  • Hours since reopened 
  • Hours since first assigned 
  • Hours since assigned 
  • Hours since requester responded 
  • Hours since agent responded 
  • Hours since First Response Due 
  • Hours since Overdue


For example, if you would like to close a ticket automatically after the ticket is in 'x' number of hours in pending status or if you would like to send an email to a particular agent when a ticket is overdue or is not responded for a while you could make use of the "Hours Since.." condition in a supervisor rule.