Why hours until due date doesn't work after due date expires?

Question

Why doesn't hours until due date work after the due date?

Answer

The hours until the due date condition is not recognized after the due date has passed because it only tracks the time left until the due date. Once the due date is missed, the ticket is marked as overdue.

In these situations, use the hours since due date condition to manage and take action on tickets that are past their due date. This helps to properly flag and address overdue tickets with a different logic system.

For more information, see this article: About automations and how they work.