I want to create 2 notifications
One that will notify myself and another individual when our assessment queue has a ticket that has not been assigned or had any admin comments added.
The other notification is for the Client Support Services queue what a ticket has not had any updates in the past 24 hours. I want this notification to notify myself and another person.
Hi James!
The notifications you wish to establish can be configured using escalation rules.
You may create an escalation rule to notify both yourself and another designated individual when a ticket in your assessment queue remains unassigned or lacks any admin comments.
Additionally, you can set up another escalation rule to receive a notification if a ticket has not been updated in the past 24 hours.
To configure escalation rules, please navigate to Settings > Service Desk > Escalation Rules > Create New Rule.
For further guidance, I can provide the following documentation link: https://documentation.sysaid.com/docs/escalation-rules?highlight=escalation
If you require additional assistance, please do not hesitate to submit a support ticket or initiate a chat session with us, and we will be more than happy to assist you.
Thank you!
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