Send Notification based on Request Status Field
We have two custom Status codes. "Waiting for User" and "Waiting for IT".
We would like to be able to send an email to the User or Technician if the Status is one of those codes and there has been no activity on the Request for, say, 12 hours.
Using the SLA would be a simple solution, I think, but you can not base the SLA on the Request Status.
We are using ServiceDesk Plus Cloud Version