Trigger to email user is criteria is met/not met?

[Ben Wilson]

I have been generating some triggers and most are simple and effective, unfortunately the most important action doesn't seem to be available. What we require is a action that generates an email to alert support staff / management if an incident has not been assigned within a specified timeframe.
This helps us to ensure that our customers are serviced in the correct manner and no incidents are missed.

What we would like to see is:

Incident status: is: "Pending - Action"
Created at: was: "xx hours/days ago"

Action = email group: "support" template: Unassigned

Is this something that would be possible or is there anything like this in the roadmap?

Many Thanks,
Ben

[Dan Lee]

Hi Ben,

Yes you can do this.

You need to go and create an incident report (go to your incident dashboard, and then reports & queues). You should then be able to select "created date" and enter "created before 5 days ago" (literally just type this in).

Once you have created this report you can then create an action schedule for this to add people to the watchlist and post a comment (which will be emailed to these people).

We've got the implementation of email templates slated for our short term roadmap, so you'll have even better control of this further down the track.

Check out these knowledge articles:

http://support.citrixonline.com/en_US...
http://support.citrixonline.com/en_US...

Kind Regards,

Dan

[Rob211]

Do you have a timescale for implementation of this feature??
Cheers
Rob