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!
