In building rules to notify Requesters and Agents of tickets that haven't been updated in a certain amount of time (e.g. 1, 2, and 3 days), we'd love the ability to add "Manager" as a recipient of a notification.
Our specific use-case is on the 3rd day of no updates, notify the requestor and their manager if it's awaiting their input. If it's awaiting the agent's input, notify their manager on the 3rd day.
