Hello,

We would like to request a feature within ServiceDesk Pro.

We will be having scenarios where incidents will be created, and will require the assigned technician to provide status updates (notes?) after certain periods of time have elapsed, similar to the SLA type features.

Example:

- User Submits Ticket with Severity 1 (90min)

- Ticket is assigned to Technician.

- After 20 minutes the technician should get prompted or receive some type of notification to update the ticket with a note

- After 50 minutes the technician should get prompted or receive some type of notification to update the ticket with a note

- After 75 minutes the technician should get prompted or receive some type of notification to update the ticket with a note

I was reviewing if there was any way to get SLA’s to work the way we would want , but it does not fit our requirements as it does not have:

-       The option to select a different email notification template for SLA’s, as we would want to have to separate emails going out.

-          -       It cannot verify that a new note has been added.        

      -   Notifications times are based on elased or before SLA 

 Let me know if you require any more information or if my requirement is not clear.

 Also what is the normal implementation time for feature requests to be placed in future versions (if accepted).

Thanks