Aged incident calculation for Reporting purpose

[pramn]

Hello Team , 

Scenario : We need to Send an escalation mail  which is created or opened ticket which crosses 15 days ( 16 days to 30 days )

2- 31 days to 45 days)

what all conditions can we give to achieve this 

Thanks for your help!

[nayanmule]

@pramn  , the way I understand your requirement is to send an email (first escalation) where incident is not resolved for more than 15 days since it was opened. 

My question to you do you want the email to be sent daily till 30 days ? If not then there's no need to add a second condition to check 15-30 days. Because the email can be sent once the 15 days have passed.

For second date set - 30 -45 days (Escalation 2 ) you can send a separate email once the 30 days have passed but the incident is not resolved.

Regards,

Nayan

[pramn]

I am looking for Reporting purpose, I mean , what conditions do we have to show ticket is still open pending or work in progress if its crosses 15 days 

[nayanmule]

You can use the conditions like ->

Incident State is not Resolved or Closed or Cancelled

Opened is relative before 15 days from now. 

OR

Opened is relative before 30 days from now.

If my response was helpful, mark it as helpful and accept the solution.

Regards,

Nayan