Trigger notification/update request based on time elapsed since last comment or action on a row

Dajah

We're using a ticketing system and trying to find a way to trigger automatic update requests when a ticket/row has been unacknowledged for more than 12 hours. Currently we're using the comments feature to post updates to the ticket across shift changes. 

How can I set an alert to go out if there has been no comment on a row for a certain period of time?  

I used the ticket template found here:

https://www.smartsheet.com/solutions/help-desk-ticket-tracker-and-form

Or is there a better way to do this?

Thanks!

Mike Wilday

Smartsheets doesn't handle time well. Just dates. Here is a forum post I found that discusses it. You should submit a product enhancement request. 

Thanks, 

Dajah

Thanks Mike. I didn't see a link to the forum post- can you post it here? 

 

I'm wondering if there's just a better workaround for this entire process. 

Mike Wilday

Hmmm. Its linked to the text. But you can find it in the Community under Quick Links as well. 

https://app.smartsheet.com/b/form?EQBCT=739aa75f30ca43a8a22eb53e4da7d409&_ga=2.152475440.861254775.1514928966-46550230.1463434639

Dajah

I think I'm confused- you mentioned a forum post about time tracking, but the link is to submit a product enhancement request. I was wondering about the forum post? 

Thank you

Mike Wilday

Whoops! https://community.smartsheet.com/discussion/date-and-time-format There you go.