Automations execute when a preconfigured time event occurs. This article will cover the chase automations that are configured in your OnRamp platform. If you're unsure of what an automation is or would like additional information, please refer to this comprehensive article - About automations and how they work.
Within your platform there are three chase automations:
- APOR - Chase 1
- APOR - Chase 2
- APOR - Chase 3 and Solve
These are configured to fire in sequence based on the time frame set in the automation with Chase 1 running first, followed by Chase 2 and finishing with Chase 3 that solves the ticket. If you would like to change these timeframes please navigate to the automations Admin Centre > Objects and rules > Business rules > Automations.
The condition "Ticket: Hours since status category pending" controls the timing so simply updating this number to either a shorter or a longer time period.
Please note that the time period in APOR - Chase 2 must include the total time in APOR - Chase 1 + additional time. Additionally, APOR - Chase 3 and Solve must include the total time for APOR - Chase 2 + additional time.