Problems With Getting Notifications When a Request is Left Unpicked For a Specific Period of Time
I have tried multiple times to get ServiceDesk to email our group a notification when a request is left unpicked (unassigned) for a specific period of time. First, we set the settings how we wanted them, to notify us after 1 day (24 hours) if left unpicked. That did not work. We then set it to send a notification after 1 minute when left unpicked, but after speaking with technical support, they advised me that you need to put a period of time greater than 5 minutes. I then proceeded to put in 6 minutes. This did not work. I have been on with technical support several times and am yet to hear a reply from them. I did receive 1 notification at 9 am for all requests that were left unpicked, but this did not match the 6 minute time frame that was entered into the field. Also, that was the only notification we received even though the settings remained untouched. There is also a box that needs to be checked in order for these settings to work. ("Admin" tab>Support Groups>"Organizational Details" tab on left>Notification Rules>Alert group members by e-mail when a request is left unpicked in a group). This box has been checked from the beginning. Any advice that can help us understand why these features are not working properly would be greatly appreciated.