Good day:
We have a “canned” script embedded in messages. When we assign SRs to process managers, we use Send Message to communicate to the submitting user that we have received their SR and are working on it.
Is there a way to automate that, where SysAid will send the message when either the “Assigned to/Process Manager” field is filled, or the Status changes from New?
Thank you.
Hi
Thank you for contacting us! 
You can achieve this with an escalation rule (settings > service desk > escalation rules). You can define the conditions for the rule and also modify the notifications with the one desired.
I will leave below the documentation regarding the escalation rules setup:
https://documentation.sysaid.com/docs/escalation-rules
https://documentation.sysaid.com/docs/new-escalation-rule
In case you need further clarification, you can let us know here or open a ticket with us - and one of our colleagues will guide you on the process.
Thank you!
Thank you. I am unable to locate an attribute that would cover “Do not escalate.”
Also, am I correct that I want my message to be delivered as soon as the status is changed from New, I would set the time to zero hours and zero minutes?
Thank you.
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