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Best Practices to Set Up Idle Workflows to be Triggered in BMS. - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Question: </strong>What are the best practices to ensure time-dependent workflows (i.e.: idle for x hours), trigger correctly in BMS?</p> <p><strong>Resolution:</strong> </p> <ul><li> It should <strong>not</strong> have any "Created by" or "Updated by" events in the <strong>Triggers</strong> tab: </li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/MEF298PP5AB9/mceclip0.png" alt="image" class="embedImage-img importedEmbed-img"></img></p> <ul><li>Ensure SLA’s are associated correctly.</li> <li>If a Ticket does not have any attached SLA, the idle time will be tracked on a 24/7 basis.</li> <li>Idle state timer resets once a ticket is touched or updated in any sort. A ticket untouched would mean the following:<br><ul><li>No Actual Update and Save happened on the Ticket.</li> <li>No Activity Added.</li> <li>No Time Entry Added.</li> </ul></li> <li>You can still open the Ticket, and click on it, this will not affect the Idle Time.</li> <li>If you still have issues triggering a workflow with Idle hours please <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/hc/en-gb/requests/new" rel="noopener nofollow">contact Kaseya Support</a>. </li> </ul><p><strong>Note: </strong>Idle Workflows will not work on Trial Accounts.</p> </article> </main>