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Forum Discussion
Send Technician Notification based on time range
My team uses this product in a very different way than it is intended for, but I would assume a feature like the one I'm thinking of should be available...
What we're looking for is basically if an incident was last active in X time and is open, then the assigned technician(s) only would receive an e-mail notification...
Maybe someone has a recommendation of the best way to do this? I need to ensure that the customer AND external CC is NOT notified of this change. I looked through triggers and couldn't find any viable trigger that would allow me to do this.
Thanks in advance!
What we're looking for is basically if an incident was last active in X time and is open, then the assigned technician(s) only would receive an e-mail notification...
Maybe someone has a recommendation of the best way to do this? I need to ensure that the customer AND external CC is NOT notified of this change. I looked through triggers and couldn't find any viable trigger that would allow me to do this.
Thanks in advance!
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