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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 3 years 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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