Outcome. A ticket marked "waiting on contact" gets a 48-hour clock. If the customer replies in time, nothing extra happens. If not, the workflow warns the customer and flags the ticket for follow-up instead of leaving it stuck forever.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-006
flowchart TD
A[Ticket status = Waiting on contact] --> B[Reset warning flag to false]
B --> C{Wait until event: status changes away from Waiting on contact - expires in 48h}
C -->|status changed before expiry| D[End - handled by whatever the ticket status now is]
C -->|expired, still waiting| E[Send warning email to requester]
E --> F[Set warning sent = true, warning date = now]
F --> G[Create follow-up task for owner]
G --> H[Add to Stale tickets - pending auto-close list]
When to use it, when not to
- UseUse it when reps regularly move tickets to a "waiting on contact" style status and those tickets then go stale because no one is tracking the clock.
- UseUse it to build the warning step that feeds an actual auto-close sweep, see Variants and tickets-sla-013.
- SkipDo not use it if your pipeline has no distinct "waiting on contact" stage; add one first, this workflow needs a clean status to watch.
- SkipDo not use it for tickets already past a hard contractual close-time SLA that is shorter than 48 hours; the SLA breach workflows (tickets-sla-003, tickets-sla-005) should own that case instead.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.9 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
