Is there a way to set up an email notification that goes out to an entire assignment group if they have more than 10 unassigned tickets in their group queue.
You can create an AFTER business rule and GlideRecord the current table with assignment group as current value and assigned to is blank. This will get you the row count of the records. If the record count is more than 10 you can fire an event to assignment group members.
With utmost respect to Pradeep, I believe this solution could be a mail-storm. It counts the record count for every update. So if a team "hovers" at 9 or 10 unassignments its going to be emails out the wazoo.
I'd run a scheduled job every night that does the count for every team. Then the team managers are met in the morning with an email about yesterday's performance.
The notification would be configured to fire for an event, and the scheduled job would fire an event loaded with parameters for every group with > 10 unassigneds.
It's really an interesting solution that Im looking for. However, my scripting knowledge is 0 so where do I start?
A particular example is that I would like to check every 10 mins if the incidents are still unassigned for more than 30 mins or the number of unassigned incidents is more than 10.
