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Hornbill Service Manager - Notification To Owner If Ticket Has Not Been Updated in 3 days.


GSM
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Hi all,

I tried searching the Wiki for this and i "think" it's got something to do with service level escalation and that's where i need to look, but wish to check with the rest of the community. 

I wish for an automatic reminder to go to the owner (engineer) of the ticket when its not been updated in at least 3 days. How do i best achieve this please?

 

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I know you can generate notifications via the SLA when certain trigger points are met, but I do not think there are any options to set logic like: no update for 3 days notify Owner, so I would be interested to see if this is possible / can be possible in future as well. 

+1 here from me

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