notification when assigned to is empty

[Raviteja K]

Hi everyone

I need to send a notification to the assignment group when ticket is created and not assigned to anyone with in one hour from ticket created time.

Please let me know how to achieve this.

Thanks in advance.

[knight202]

One option would be to create an SLA and leverage the workflow notifications within the SLA Default Workflow. Perhaps, modify the Workflow to notify whomever your user requirements specify.

The benefit to this is that you won't have to go heavy on scripting. See screenshot below.