Forum Discussion
Can I create a trigger to send an email if an incident has been on hold for so many days?
I'm trying to devise a way to notify an incident's watchlist if a ticket has been on-hold for so many days (7 days, for instance). Is this possible? The solution isn't jumping out at me. Thanks!
You could try creating a report, and schedule it as frequently as you would like it to run. You could maybe pull the Last Updated field as your date criteria. Then use the action portion of the functionality to add a comment. Then select the Notify Customer & Watchlist check lists, and an email should go out to them.
