Escalate urgent tickets nobody has answered

The trigger

One read-only SELECT against MySQL. Rowfire polls it for new rows, and the rule fires once per ticket.

SELECT t.id,
       t.subject,
       t.requester_email,
       t.channel,
       t.created_at
FROM tickets t
WHERE t.priority = 'urgent'
  AND t.first_response_at IS NULL
  AND t.is_spam = 0

This trigger reads a second data source: the support desk’s MySQL, not the application’s PostgreSQL. In Rowfire that’s one setting on the trigger.

The clock is created_at and the key is the ticket id. The rule escalate_unanswered_urgent fires once per ticket and posts to #support, for example:

Urgent ticket with no reply: {{ subject }} from {{ requester_email }} via {{ channel }}.

On the demo’s sample data, the backtest finds 7 over 120 days. When new activity is simulated, two of three urgent tickets reach #support. The third is marked as spam, so the query never returns it.