Dear community,
It would be beneficial to have the feature to monitor a specific ticket state with a time-based condition in the Automation Rules.
For example:
- Send a custom notification to the Requester if the ticket remains in the "Awaiting Requester" state for more than XX days.
- Send a custom notification to the Assignee if the ticket remains in the "On Hold" state for more than XX days
I attempted to utilize the SLA, but it only allows to use the default SLA breach notification to be sent.
Thank you
