What's my plan?

This recipe describes how you can create a workflow that combines ticket fields and automations to display the age of tickets in a view.
This workflow recipe contains the following sections:

• Creating a drop-down field
• 创建自动化
• Adding the ticket age to your view

Creating a drop-down field

Create a drop-down ticket field that predefines different buckets of ages for your tickets. In this example, the workflow uses three values: 7 days, 15 days, and 30 days.
To learn more, seeCreating custom ticket fields.

To create a dropdown field

1. InAdmin Center, clickObjects and rulesin the sidebar, then selectTickets > Fields.
2. Add adrop-downfield.
3. Enter "Ticket age" as theDisplay name.
4. In theField valuessection, add the following values:
   • 7 days
   • 15 days
   • 30 days
     
5. ClickSave.

创建自动化

For this workflow to work, you need three different automations. Each automation applies a value of the drop-down field you created previously according to the time the ticket was created.
To learn more, see创建自动化.

To create the first automation

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectBusiness rules > Automations.
2. Add a new automation.
3. Enter a title for the first automation, for example "Ticket age: 7 days".
4. In theMeet all of the following conditionssection, add the following:
   • 门票:侯rs since created | Greater than |167
   • Ticket: Status category | Less than | Solved
   • Ticket: Ticket age | Is not | 7 days
   • Ticket: Ticket age | Is not | 15 days
   • Ticket: Ticket age | Is not | 30 days
     
     
     Note:For accounts withoutcustom ticket statuses activated, use the conditionStatusinstead ofStatus category.
5. In thePerform these actionssection, add the following:
   • Ticket: Ticket age | 7 days
     
6. Click创建自动化.

To create the second automation

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectBusiness rules > Automations.
2. Add a new automation.
3. Enter a title for the second automation, for example "Ticket age: 15 days".
4. In theMeet all of the following conditionssection, add the following:
   • 门票:侯rs since created | Greater than | 359
   • Ticket: Status category | Less than | Solved
   • Ticket: Ticket age | Is | 7 days
     
     
5. In thePerform these actionssection, add the following:
   • Ticket: Ticket age | 15 days
     
6. Click创建自动化.

To create the third automation

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectBusiness rules > Automations.
2. Add a new automation.
3. Enter a title for the third automation, for example "Ticket age: 30 days".
4. In theMeet all of the following conditionssection, add the following:
   • 门票:侯rs since created | Greater than | 719
   • Ticket: Status category | Less than | Solved
   • Ticket: Ticket age | Is | 15 days
     
     
5. In thePerform these actionssection, add the following:
   • Ticket: Ticket age | 30 days
     
6. Click创建自动化.

Adding the ticket age to your view

Finally, edit your view to display the ticket age field as a column on the ticket list.
To learn more, seeEditing a view.

To edit the view

1. InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Views.
2. Click the name of the view you want to edit.
3. UnderGroup by, selectTicket age.
   
4. ClickSave.

When the automations start firing on your tickets, the view will group the tickets by the different ticket age values you created.