Status reason Auto-Update after no movement inside an X amount of time

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Hello there,

Is there a way for the field "Status Reason" to Auto-Update after an X amount of days or hours, to a different one?

For example, the idea is for a customer suppport case that's set to "Researching" to auto-update if no changes in the status after say 3 days or 72 hrs to be "Assigned".

Any input is much appreciated, thank you!!

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Kokulan 18,054 on at

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Hi

There are few options to achieve this, you could consider the following option first.

Yes, you can create a workflow that triggers on Field Change (Status Reason change) and checks if the new status reason value is Researching. If so, the workflow can wait for 3 days or wait until the status changes to a different value.

If the Status reason changed before the 72 hours time, the workflow will simply end and will not do anything.

If the status reason has not changed within 72 hours, the workflow will then change the status to Assigned or anything you want to do really

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