Hi all, I am looking for a way to produce an email to show agents when an incident hasn't been updated for 2hours?
Inactivity Monitor should exist with the following conditions:
Priority is "1-Critical" and State is Not Resolved or Closed, wait for 2 hours
If this monitor is triggered then an email should be sent to the Service Desk Manager to notify them of inactivity.
Email details should include:
The email should be sent to: Assigned to and Assignment Group
The email should be sent when: The incident inactivity is triggered from the inactivity monitor
The subject of the email should be:
No activity detected for incident "incident number"(as a link)
The notification should have the following body:
"Incident Number" - Short Description (of the incident)
Additional Details:
Caller
Category(or configuration item)
Business Service
Priority
Take me to the incident (link)
Thank You.
This should also include checking the work note updates
This is the requirement I've and need a solution for it. It would be great of you help me fulfill this request.
