Automating based on "days-passed" KPI

[Yoni (Yoni Yovel)]

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

[tibor93 (Tibor Tasi)]

Hello @Yoni

If you are counting only the day (so no hours), this might be a viable solution:

So whenever a new item is created you can set the due date based on the urgency (status column) with this automation:

After this you can simply use this built-in automation:

In this automation the “is” is also changeable, so you can set it up like if the status is not Done.

Hope this helps.
Regards,
Tibor

[Yoni (Yoni Yovel)]

Thank you @tibor93
That solved my problem!