This would help enforce "follow-ups" when an incident is pending someone else. Assuming a could create a new custom field and do this, but was hoping to use some of the out of the box fields if possible.
Hi there @lumber .....for a follow up process, you could use automation rules to send notifications to requesters or agents when it has been awaiting a response for a certain amount of time. This may help your use case and examples are in the administrator guide here - https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/automation-rule-to-mirror-3-strike-policy.htm . I hope this information is helpful! MC
