When service call is modified where Folder equals TEST AND Status (*) equals Completed, Schedule the validation of this condition at 7 days After Actual Finish, Only execute once Set Status to CLOSED (Update Data) Status set to Closed
It works fine for manually updating a ticket in the GUI but not by email.
As my understanding, DB rules should look at changes in the record in the database then it validate the condition.
Email exactly updates the status field to "Completed" but rule is not executed. As mentioned above, it works only when manually update via the client. This is weird because this is DB rule so it should be triggerd when status is changed to "Completed".
When we took the option "Evaluate this rule...." from "Status (*) equals Completed". The rule is executed both manual and email.
Which version of OVSD are you running? I only mention this because we have a very similar rule. It doesn't check folders or anything, but it waits for 7 days after COMPLETION then changes it to CLOSED.
We know have thousands of scheduled tasks. I'm convinced that this is a major contributor to our preposterous response times in the application. Not only that, but approximately 20% of all our business rules just plain fail, and its been suggested that this is because of the huge stack of scheduled tasks we have because of this rule.