Hello, I need help.

I'd like to receive notifications when new requests remain unassigned to technicians for more than 15 minutes.

To do this, I've enabled the notification below under "Notification Rules":

In addition, in my corresponding support group, I configured the options below. I initially set up 2 minutes for more agile testing:

Even so, the notification is not sent after 2 minutes without a technician assigned. This is not a problem sending emails or my address because I continue to receive other notifications as usual.

As in the various forum topics I encountered people with the same problem, and the technicians always requested the support file after simulation of the problem. I anticipated and attached the file generated after tests with 3 requests, that were left in the group, without attribution for technicians, but without any notification sent to me.

I am counting on you to help in this matter, which will be very useful in our routine.

Tks
Thiago Mendes