- Ticket is created
- User receive notification for ticket creation
- User supply additional info, unsolicited by the assigned administrator, on the ticket via email or notes resulting in the ticket status changing from “New” to “User Responded”.
I would like to create an ER along the lines of if “Status=User Responded” AND “Time to Respond=isEmpty” then “Status = New”. Obviously, the ‘Time to Respond’ variable type is Float so a value of ‘isEmpty’ is not suitable. Additionally, the ER is not triggered when ‘Time to Respond’ is set to 0 or 0.00.
Is there a default value for ‘Time to Respond’ similar to isEmpty or Null? I would also welcome any alternative logic.