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

[GSM]

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?

 

[HHH]

+1 for allowing some kind of reminders to owner at regular intervals

[Adrian Simpkins]

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

[James Ainsworth]

We do have a change for this in our backlog.  I'll make sure that your interest is added and I'll keep you updated if there is any movement with the change.

Regards,

James

[samwoo]

+1

Please can you add me @James Ainsworth - thanks

[James Ainsworth]

I've added you Samuel.  Thanks for your post.  

[danb]

me too please @James Ainsworth

[James Ainsworth]

@danb

Added.