Trigger notification to assignment group DL whenever Ticket Put on Hold within 5 Minutes of the Assignment.

[Ankita Gupte]

I want to configure email notification which will trigger notification to assignment group DL whenever the incident is Put on Hold within 5 Minutes of the Assignment.

i.e. if incident 1 is assigned to group A and they put on hold in 5mins of assigning to group then it should trigger notification to that Group Members and group manager.

after that if they reassign to group B and if they put on hold in 5mins of assigning to group B then it should trigger notification to that Group Members and group manager.

Please help with configuring the same.

[Arav]

Hi @Ankita Gupte , wanted to check if you were able to review the suggestions above.

Thanks,

Arav

[Ankita Gupte]

Hello Arav,

I have checked this as well. But it does not show the duration between in progress to pending i.e. duration of start time of in progress to start time of pending. I think we have to calculate this manually.

My aim here is to trigger notification/extract report any one will do whenever assignment group mark ticket as pending within 5 mins of ticket assignment to the group.

so need advice if we can configure this. If yes, then how?