New request comes in.  Assigned to a group.  Have the "Alert Group members by e-mail when a request is left unpicked in a group" turned on.

?? What is the time set to determine when an email should be sent?   How do you check/change the elapsed time?

We are looking for ways to notify our techs when a request has gone unpicked for >15 minutes.

Business Rules do not accomplish this since they are only active on receipt and state no elapsed time.

Anyone...

Thanks,

Cheryl