Date Driven Trigger Not Working

Triggers only apply when you actually save a record, so they're not really suitable for this sort of time based manipulation.

There is another feature which will do this. If you create a report from Incidents -> Reports & Queues that selects the incidents in the time range you want, save the report, and then go to "Schedule & Queue" you can set up an action schedule:

Wonder if you could use the Priorities & SLA on the Sevice to escalate it instead of a trigger?

Ok great, that looks like it might do the trick. I'll give it a shot. Thanks.

Ok I have set this up and it work BUT, it seems to have caused a new problem.

To test I set the action to run at 15:00. It ran and changed the category.

Now, I cannot change the category manually.  

Example, the trigger set it -15 Days Send Reminder.

When I try to change the category to 15 Day Reminder Sent, when I hit save, it stays as the same.

I've tried logging out / in, logging in via incognito etc but nothing seems to resolve this issue.  Any ideas?

Did you look at using the Priorities & SLA's instead of a trigger or action to change the status.  The SLA will send an email to the designated people when the criteria is meet. It doesn't change the status, but the reminder does go out.

Yeah Jan, but we use category changes so we can see at a glance the action that has been last carried out.  What jemmyw has come up with is ideal but since we can no longer manually change the category, it's kind of useless.

I suspect the fact we cannot change the category is a bug though so I'd like some help on that.  Thanks for your input though.