Escalation/Repeate Notification for Upicked Tickets
Hey guys,
I'm still a little new at the SD stuff but does anyone know how to do escalation and or repeat notification with unpicked tickets?
For example, I may set notification for 1 hour if a ticket is unpicked then send an email to people's A,B,C and D.
I then want an email or sms to go out saying if after 3 hours its still unpicked or perhaps just escalate to person X. Whichever is possible.
Any Ideas? I've surfed through it quite a bit but haven't been able to figure how to do this.
Thanks for the help.
I'm still a little new at the SD stuff but does anyone know how to do escalation and or repeat notification with unpicked tickets?
For example, I may set notification for 1 hour if a ticket is unpicked then send an email to people's A,B,C and D.
I then want an email or sms to go out saying if after 3 hours its still unpicked or perhaps just escalate to person X. Whichever is possible.
Any Ideas? I've surfed through it quite a bit but haven't been able to figure how to do this.
Thanks for the help.