Automation with "Hours since assignee update" is not firing

Issue symptoms

You have set up an automation with the condition Ticket: Hours since assignee update. It would seem that the condition has been met since the last agent update has been greater than what you set up in the conditions. But the automation hasn't fired. 

Conditions

• Team Plan or greater 
• Automation contains the condition Ticket: Hours since assignee update

Example

Resolution

Check if the assignee field on the ticket has an actual assignee (agent) and not just a group. If an agent updates the ticket but is actually not assigned to the ticket, the condition will not be met. So for this automation to work, an agent must be actually assigned to the ticket.

Will not meet the condition:

Will meet the condition: