Hi Expert,
In my scenario, I'll implement the escalation management in my service desk.
I have done customize rules configuration to looking for the partner who involve the message like :
- Reported by
- Support team
- Message processor 1
- Message processor 2
And what i would like to ask is, when a certain time has elapsed, an email will be send based on the priority.
For example :
When Priority is high for the first time email will be trigger to Message processor 1,
but in 1 hour if the message was not done yet, the message automatically will be trigger to Message processor 2.
Have you any idea and What should i customize to reach this?
Best Regards,
Rhesa