Email alert to manager for unpicked tickets
Is there a way to send an email alert to a groups (Network for example) manager if a ticket hasn't been picked up in a certain time period and if so, can we set different times for different levels of tickets.
So let's say two hours go by on a normal ticket and no one in networking has picked it up an email alert is triggered and sent to the manager of the group only.
One hour goes by on an urgent ticket and no one in networking has picked it up and email alert is triggered and sent to the mgr of the group only.
So let's say two hours go by on a normal ticket and no one in networking has picked it up an email alert is triggered and sent to the manager of the group only.
One hour goes by on an urgent ticket and no one in networking has picked it up and email alert is triggered and sent to the mgr of the group only.