Send notifications when Incident is not updated

[Manasa Allu]

Hi Team,

What I am basically looking for is to send notifications to users to whom an incident is assigned when the ticket is not updated for 5 days.

Also, please tell me how to include the manager of the user to whom the incident is assigned ('assigned to').

Thank you.

[MalikB]

hi @Community Alums , i can't find the OOB notification "Incident Inactivity for ITIL", and the sla is different for different assignment group i cant handle it correctly i think, and i want to see a progress bar in % to see the incident unapdated