Dear Supporters,

I have a problem to set up some mail notifications.

Short explanation:

I set up Business Rule: when a new request arrives: sender begins with “abcd” perform these action: set priority as “High” and Place to group “ 1234”

In the appropriate group “ 1234” I added support reps interested in this group. Also I enabled both available options: send notification to support rep when new request is added to this group and when a request in this group is left unpicked (with selected time) for this notification.

Now I receiving only notification that new request is added to the group but not notification when request in this group is left unpicked.

Also I have created SLA with “High” priority where I have set resolve time and level escalation with notification but this notification I don’t receiving too.

Could you tell me how I can resolved this problem and what I am doing wrong?

Regards,

Dejan