Hello community, I think it would be a must have for an ITSM platform a rule that if the ticket has the state Awaiting Requester longer than XX business days, and no feedback was provided, a reminder needs to be sent.
Today something like this is not possible (already checked with the technical support) and if, for example, a requester opens a ticket on friday and the service agent put the ticket in Awaiting Requester, after 3 days (considering also the non working days like Saturaday and Sunday) the notification is sent on Monday(!)
This makes the rule really dependent on day the ticket was opened, instead having a common unique way of work
