Hi, I have a particular use case I’m trying to get to work in my team’s Support board.
We use the board as a ticketing system, and we have different KPIs for each ticket depending on their urgency (e.g. Low urgency means we need a resolution within 10 business days).
Now, I want to create an automation that would send me a reminder whenever a ticket’s KPI has been exceeded. I want to count the days since the date the ticket was created, and have Monday send me an alert if it wasn’t handled within X amount of time, according to the urgency.
I’m not sure what would be the best way to approach it. I’m guessing I need to employ some kind of formula that would count the days and have the automation connected to its output value, but I wasn’t able to figure out how exactly this should be implemented.
I will greatly appreciate some help