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Best Practices to Set Up Idle Workflows to be Triggered in Pulseway PSA
Best Practices to Set Up Idle Workflows to be Triggered in Pulseway PSA

Best practices to ensure time-dependent workflows (i.e.: idle for x hours), trigger correctly in the Pulseway PSA

Tara Bennet avatar
Written by Tara Bennet
Updated over a week ago

  • It should not have any "Created by" or "Updated by" events in the Triggers tab:

  • Ensure SLA’s are associated correctly

  • If a Ticket does not have any attached SLA, the idle time will be tracked on a 24/7 basis

  • Idle state timer resets once a ticket is touched or updated in any sort. A ticket untouched would mean the following:
    ​

    • No Actual Update and Save happened on the Ticket.

    • No Activity Added.

    • No Time Entry Added

  • You can still open the Ticket, and click on it, this will not affect the Idle Time

    Note: Idle Workflows will not work on Trial Accounts.

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